Customer Orientation and Job Satisfaction in the Banking Sector: Examining the Mediating Role of Successful Emotion Regulation
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IUP Journal of Management Research; 16(3) July 2017Summary: This study examines in the banking sector the relationship between customer orientation and job satisfaction as well as the mediating role of successful emotion regulation (deep acting and expression of naturally felt emotions) in the relationship between customer orientation and job satisfaction. A survey questionnaire was used to collect data from 314 managers of 44 banks. Using structural equation modeling, the hypothesized relationships among the study variables (customer orientation, job satisfaction, and successful emotion regulation) were tested. The study found that successful emotion regulation partially mediates the relationship between customer orientation and job satisfaction. The implications of this study for theory as well as practice are discussed.
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This study examines in the banking sector the relationship between customer orientation and job satisfaction as well as the mediating role of successful emotion regulation (deep acting and expression of naturally felt emotions) in the relationship between customer orientation and job satisfaction. A survey questionnaire was used to collect data from 314 managers of 44 banks. Using structural equation modeling, the hypothesized relationships among the study variables (customer orientation, job satisfaction, and successful emotion regulation) were tested. The study found that successful emotion regulation partially mediates the relationship between customer orientation and job satisfaction. The implications of this study for theory as well as practice are discussed.
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