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ABSTRACT
The banking industry is known for its dynamic and competitive organizational structure, which requires polychronic employees to improve service quality and satisfy customers. However, to remain competitive, the banking industry must manage the level of work engagement. This study examines the link between the polychronic orientation of employees on service recovery performance and extra-role customer service with the intervening role of work engagement in the banking industry among 285 employees. Further, positive affectivity moderates between employees’ polychronic orientation and work engagement. This enhances our knowledge on polychronicity, work engagement, service performance recovery and extra-role customer service in the banking industry.
Disclosure statement
No potential conflict of interest was reported by the authors.