Purpose The purpose of this paper is to offer a better understanding of managing engagement in an emerging economy service. It explores the role of organisational climates for initiative and psychological safety as the key drivers of employee engagement (EE). It also examines the effects of EE on customer engagement (CE) and, in turn, on relationship commitment and switching intention. Design/methodology/approach Data were collected through a structured survey of service employees and customers of 69 bank branches in Bangladesh using two survey instruments. Responses were collected from 156 employees and 316 customers. A dyadic data set was created by matching customer data with the corresponding employee data collected from each bank branch. Structural equation modelling using AMOS (version 22.0) was employed for data analysis. Findings Organisational climates for initiative and psychological safety positively influence EE. In turn, EE significantly influences CE which has a significant impact on customer relationship commitment and switching intention. Research limitations/implications Future research could consider actual customer behaviour, such as repeat purchase, as the key outcome variable. Practical implications The findings emphasise that investment by service managers in organisational resources to facilitate favourable climates for initiative and psychological safety would engage employees at work, which would ultimately help to attain CE and commitment, and reduce switching intention. Originality/value This research extends the existing engagement literature with empirical evidence supporting two new EE drivers and two new CE outcomes. It offers a better understanding of managing engagement in the financial services industry of an emerging economy, focussing on the relationship chain from organisational climate to EE, CE and customer-based outcomes.
Due to high quality at low costs, Bangladesh has long been of interest to retailers as a location for sourcing garments. In 2012 and 2013 however, two disasters drew the world's attention to the poor working conditions of the garment workers there, which in turn led to demands that these conditions should be improved. However, many factory owners continue to view compliance as a cost and are reluctant to improve standards. Based on data from 444 workers in the ready‐made garments industry, this study focuses on the mediating effect of job satisfaction on compliance with improved standards, and employee engagement. The findings confirm that compliance acts as a distal antecedent to employee engagement and job satisfaction fully mediates the compliance–engagement relationship. The results shed light on the significance of compliance with standards in terms of long‐term profitability, and retaining an engaged workforce. They highlight the value of good management practices when implementing compliance in the garment factories of Bangladesh and provide guidance for policymakers and groups concerned with the working conditions of garment workers in Bangladesh and elsewhere.
This study aims at exploring the effect of 'organizational justice' over 'affective commitment' and the role of marital status, if any, in the relationship. A total of 207 responses from 18 organizations are collected and analyzed. The study has found that 'procedural justice' has positive effect over 'affective commitment' but
Compliance to legal requirements and standards prescribed by international certification bodies and/or foreign buyers in the readymade garments (RMG) industry in Bangladesh is a burning issue regarding a safer working environment for employees. The present study examines the mediating effects of job satisfaction and organizational attraction on the relationship between the compliance and turnover intention. Research questions, hypotheses and research objectives are developed from the premises of job demands–resources (JD-R) theory, social exchange theory, social identity theory and prior empirical findings. Data are collected from 444 workers of the RMG industry through a multi-item survey instrument. We analyse the collected data using covariate-based structural equation modelling though AMOS (version 20). Results show that all of the direct influences except that of compliance on turnover intention are significant. The findings confirm that compliance acts as a distal antecedent of employee turnover intention through its mediating influences via job satisfaction and organizational attraction. The study sheds light on the significance of maintaining the provisions of compliance by the RMG in Bangladesh. It makes robust empirical and theoretical contributions to the extant literature. First, it supplements the inadequate documentation in RMG and other clothing industries. Unlike other studies on compliance in the RMG sector, this study measures compliance from the perspective of both the employer and the employees. Second, the study also makes a complementary contribution to the organizational attraction research by focusing on current employees rather than prospective employees. Finally, a little pursuit is evident in using theory and empirical proof together in the RMG industry. Hence, it aims to validate the theoretical account of the JD-R theory, social identity theory and social exchange theory in the context of a developing country.
Job satisfaction is a pleasant state of mind of an employee derived from his or her job experience. It depends on what one expects and what he or she receives. This study is to explore the impact of gender, age and rank on job satisfaction in organizations operating in Bangladesh. 255 valid responses were collected on random basis from respondents of different organizations on four questions. It was found that most of the employees in Bangladesh were satisfied with their job. It was also found that neither gender by itself, nor when it was considered with age nor when it was considered with rank nor when it was considered with age and rank together, had any statistical significant effect on determination of job satisfaction. However, age and rank either individually or jointly, were found having statistically significant impact on job satisfaction. Keywords: Job Satisfaction, Gender, Rank, and Age.
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