Middle managers' perception of subordinates' customer orientation in the banking sector

Abstract

This study examined personal and contextual factors at work that influence middle-level managers' perception of their immediate subordinate's customer orientation (SCO). Data were based on 120 managers from seven organizations from the Cyprus banking sector. Results of structural equation modelling indicate that managers' trait of emotional intelligence has a significant indirect effect on their perceptions of their SCO via positive affect at work. Recommendations for further research are discussed.

Keywords:

• affective events theory
• emotional intelligence
• banking sector
• customer orientation
• Greece
• structural equation modelling

Acknowledgements

This research has been partially supported by a post-doctoral research scholarship granted to the author by the Greek State Scholarship Foundation (IKY-801/2009).