What makes contact employees perform? Reactions to employee perceptions of managerial practices

Abstract

Which type of managerial control makes bank contact employees more likely to perform so called prosocial behavior toward their customers (i.e. behaviors which contribute to the bank’s positive image, perceived good service and customers’ satisfaction)? Four types of formal controls are considered here: training, behavioral control, pay administration and managerial orientation. An empirical study performed in six branches of a charter bank shows that pay management has the strongest effect on service employee prosocial behavior. Training also affects prosocial behavior significantly, but not as strongly as does perceived pay fairness. In addition it is shown that pay is the primary contributor to these employees’ perceived workplace fairness.

Citation

Chebat, J., Babin, B. and Kollias, P. (2002), "What makes contact employees perform? Reactions to employee perceptions of managerial practices", International Journal of Bank Marketing, Vol. 20 No. 7, pp. 325-332. https://doi.org/10.1108/02652320210451223