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RESEARCH PRODUCT
Are Happy Workers More Productive? The Mediating Role of Service-Skill Use
Andrés Salas-vallinaPedro R. Gil-monteManoli Pozo-hidalgosubject
lcsh:BF1-990050105 experimental psychologyStructural equation modeling03 medical and health sciencesservice-skill use0302 clinical medicinePsychology0501 psychology and cognitive sciencesGeneral PsychologyOriginal Researchjob satisfactionService (business)Happiness at work05 social sciencesPerspective (graphical)happiness at workConfirmatory factor analysiscross-sellinglcsh:PsychologyWork (electrical)Cross-sellingaffective organizational commitmentJob satisfactionPsychologySocial psychology030217 neurology & neurosurgeryperformanceengagementdescription
The purpose of this paper is to examine the relationship between happiness at work and cross-selling performance in the banking sector. In addition, the mediating effect of service-skill use is analyzed in the relationship between happiness at work and performance. Confirmatory factor analysis is used by means of structural equation models to assess the relationship between happiness at work, service-skill use, and cross-selling performance. A sample of 492 financial service employees is examined. Results reveal that happiness at work positively and directly affects cross-selling performance. The study also shows that service-skill use plays a partial mediating role in the relationship between happiness at work and cross-selling performance. This research expands the theory of the happy productive worker perspective based on the job demands-resources model and defines and conceptualizes service-skill use. Employees who are happier at work cross-sell better, but their service-skill use mediates the effect of happiness at work on cross-selling performance.
| year | journal | country | edition | language |
|---|---|---|---|---|
| 2020-03-01 | Frontiers in Psychology |