Linking performance appraisal fairness and performance feedback to bankers’ extra-role customer service behavior: A serial multiple mediation model

Abstract

The study aims to evaluate the influence of performance appraisal fairness and performance feedback on extra-role customer service behavior directly and indirectly through organizational commitment and work engagement in the banking sector of Bangladesh. Moreover, the study evaluated the serial mediating effect of organizational commitment and work engagement in the aforesaid relationship. The study integrated the equity theory, job resource-demand theory, self-determination theory, and social exchange theory to establish theoretical connections. The research conveniently gathered 253 usable samples from the front-line bank officers employed in various private commercial banks in Bangladesh. The PLS-SEM path analysis showed that performance appraisal fairness and performance feedback significantly contribute to extra-role customer service behavior directly. Moreover, work engagement and organizational commitment partially as well as sequentially mediated the association. Based on the findings, the study presented both theoretical and practical implications of the results.

Keywords

• Performance appraisal fairness
• Performance feedback
• Employee attitudes
• Work engagement
• Organizational commitment
• Extra-role customer service behavior