The Loyalty of Banks’ Employees in the Context of the Acceptance of Clients’ Needs and Their Own Productivity. A Case Study from the Czech and Slovak Republic
The aim of this article was to analyze the relationship between the loyalty of banks´ employees and the acceptance of clients’ needs and to analyze the relationship between the loyalty of banks’ employees and the lack of their productivity in the Czech and Slovak banking sector. Our research has been realized through a questionnaire survey.
The loyalty of banks’ employees was higher in the Czech Republic than in Slovak Republic which has been transformed into a higher acceptance rate of customers’ needs and lower lack of employees’ productivity. Within both countries, it has been found that the approach of loyal employees to the acceptance of clients’ needs is not statistically significantly different from the approach of other employees. It has been also discovered that loyal employees did not work more intensively and did not feel statistically significant lower lack of their own productivity.
[1] E. Babakus, U. Yavas, O.M. Karatepe, T. Avci, “The Effect of
Management Commitment to Service Quality on Employees´ Affective
and Performance Outcomes”. Journal of the Academy of Marketing
Science, 31, 2003, p. 272-286. http://dx.doi.org/10.1177/
0092070303031003005
[2] J. Berry, Franchising in Retail Financial Services. VRL Publishing Ltd,
2005.
[3] N. A. Bhutto, M. K. Laghari, F. D. Butt, “A Comparative Study of
Organizational Climate and Job Safisfaction in Public, Private and
Foreign Banks”. Asian Social Science, Vol. 8, No. 4, 2012, p. 259-267.
http://dx.doi.org/10.5539/ass.v8n4p259
[4] F. Coelho, M. Augusto, „Job Characteristics and the Creativity of
Frontline Service Employees“. Journal of Service Research, Vol. 13,
Issue 4, 2010, p. 426-438. http://jsr.sagepub.com/content/13/4/
426.full.pdf+html
[5] H. Croxford, F. Abramson, A. Jablonowski, The art of better retail
banking. England, Chichester: John Wiley & Sohs, Ltd, 2006.
[6] R. Kocianová, Personální řízení. Východiska a vývoj. Praha: Grada
Publishing, 2012.
[7] E. J. Labach, “Improving Customer Retention Through Service Quality
At Call Centers”. International Journal of Management & Information
Systems, Vol. 14, No. 3, 2010, p. 71-76.
[8] C. R. Lages, N. F. Piercy, “Key Drivers of Frontline Employee
Generation of Ideas for Customer Service Improvement”. Journal of
Service Research, Vol. 15, No. 2, 2012, p. 215-230.
http://jsr.sagepub.com/content/15/2/215.full.pdf+html
[9] H. Maddern, R. Maull, A. Smart, “Customer satisfaction and service
quality in UK financial services”. International Journal of
Operations&Production Management, Vol. 27, Issue: 9, 2007, p. 999-
1019. http://dx.doi.org/10.1108/01443570710775838
[10] K. Matzler, B. Renzl, “The Relationship between Interpersonal Trust,
Employee Saficfaction, and Employee Loyalty”. Total Quality
Management, Vol. 17, No. 10, 2006, p. 1261-1271.
[11] H. L. Melton, M. D. Hartline, “Customer and Frontline Employee
Influence on New Service Development Performance”. Journal of
Service Research, 13, 2010, p. 411-425. http://jsr.sagepub.com/
content/13/4/411.full.pdf+html
[12] L. M. Saari, T. A. Judge, “Employee attitudes and job satisfaction”.
Human Resource Management. Vol. 43, No. 4, 2004, p. 395-407.
http://www.interscience.wiley.com/10.1002/hrm.20032
[13] I. G. Saura, G. B. Contrí, A. C. Taulet, B. M. Velasquez. “Relationships
among customer orientation, service orientation and job safisfaction in
financial services”. Journal of Service Management, Vol. 16, No. 5,
2005, p. 497-520.
[14] R. W. Y. Yee, A. C. Yeung, T. C. E. CHeng. „An empirical study of
employee loyalty, service quality and firm performance in the service
industry“. International Journal of Production Economics, Issue: 124,
2010, p. 109-120. http://www.elsevier.com/locate/ijpe/10.1016/
j.ijpe.2009.10.015
[15] I. Wagnerová, Hodnocení a řízení výkonnosti. Praha: Grada Publishing,
2008.
[1] E. Babakus, U. Yavas, O.M. Karatepe, T. Avci, “The Effect of
Management Commitment to Service Quality on Employees´ Affective
and Performance Outcomes”. Journal of the Academy of Marketing
Science, 31, 2003, p. 272-286. http://dx.doi.org/10.1177/
0092070303031003005
[2] J. Berry, Franchising in Retail Financial Services. VRL Publishing Ltd,
2005.
[3] N. A. Bhutto, M. K. Laghari, F. D. Butt, “A Comparative Study of
Organizational Climate and Job Safisfaction in Public, Private and
Foreign Banks”. Asian Social Science, Vol. 8, No. 4, 2012, p. 259-267.
http://dx.doi.org/10.5539/ass.v8n4p259
[4] F. Coelho, M. Augusto, „Job Characteristics and the Creativity of
Frontline Service Employees“. Journal of Service Research, Vol. 13,
Issue 4, 2010, p. 426-438. http://jsr.sagepub.com/content/13/4/
426.full.pdf+html
[5] H. Croxford, F. Abramson, A. Jablonowski, The art of better retail
banking. England, Chichester: John Wiley & Sohs, Ltd, 2006.
[6] R. Kocianová, Personální řízení. Východiska a vývoj. Praha: Grada
Publishing, 2012.
[7] E. J. Labach, “Improving Customer Retention Through Service Quality
At Call Centers”. International Journal of Management & Information
Systems, Vol. 14, No. 3, 2010, p. 71-76.
[8] C. R. Lages, N. F. Piercy, “Key Drivers of Frontline Employee
Generation of Ideas for Customer Service Improvement”. Journal of
Service Research, Vol. 15, No. 2, 2012, p. 215-230.
http://jsr.sagepub.com/content/15/2/215.full.pdf+html
[9] H. Maddern, R. Maull, A. Smart, “Customer satisfaction and service
quality in UK financial services”. International Journal of
Operations&Production Management, Vol. 27, Issue: 9, 2007, p. 999-
1019. http://dx.doi.org/10.1108/01443570710775838
[10] K. Matzler, B. Renzl, “The Relationship between Interpersonal Trust,
Employee Saficfaction, and Employee Loyalty”. Total Quality
Management, Vol. 17, No. 10, 2006, p. 1261-1271.
[11] H. L. Melton, M. D. Hartline, “Customer and Frontline Employee
Influence on New Service Development Performance”. Journal of
Service Research, 13, 2010, p. 411-425. http://jsr.sagepub.com/
content/13/4/411.full.pdf+html
[12] L. M. Saari, T. A. Judge, “Employee attitudes and job satisfaction”.
Human Resource Management. Vol. 43, No. 4, 2004, p. 395-407.
http://www.interscience.wiley.com/10.1002/hrm.20032
[13] I. G. Saura, G. B. Contrí, A. C. Taulet, B. M. Velasquez. “Relationships
among customer orientation, service orientation and job safisfaction in
financial services”. Journal of Service Management, Vol. 16, No. 5,
2005, p. 497-520.
[14] R. W. Y. Yee, A. C. Yeung, T. C. E. CHeng. „An empirical study of
employee loyalty, service quality and firm performance in the service
industry“. International Journal of Production Economics, Issue: 124,
2010, p. 109-120. http://www.elsevier.com/locate/ijpe/10.1016/
j.ijpe.2009.10.015
[15] I. Wagnerová, Hodnocení a řízení výkonnosti. Praha: Grada Publishing,
2008.
@article{"International Journal of Business, Human and Social Sciences:65314", author = "J. Belás and E. Cipovová and M. Holec", title = "The Loyalty of Banks’ Employees in the Context of the Acceptance of Clients’ Needs and Their Own Productivity. A Case Study from the Czech and Slovak Republic", abstract = "The aim of this article was to analyze the relationship between the loyalty of banks´ employees and the acceptance of clients’ needs and to analyze the relationship between the loyalty of banks’ employees and the lack of their productivity in the Czech and Slovak banking sector. Our research has been realized through a questionnaire survey.
The loyalty of banks’ employees was higher in the Czech Republic than in Slovak Republic which has been transformed into a higher acceptance rate of customers’ needs and lower lack of employees’ productivity. Within both countries, it has been found that the approach of loyal employees to the acceptance of clients’ needs is not statistically significantly different from the approach of other employees. It has been also discovered that loyal employees did not work more intensively and did not feel statistically significant lower lack of their own productivity.
", keywords = "Acceptance of clients’ needs, loyalty of banks’ employees, productivity of employees.", volume = "7", number = "10", pages = "2684-4", }
