Does hope moderate the impact of job burnout on frontline bank employees’ in‐role and extra‐role performances?

Uğur Yavaş · Emin Babakus · Osman M. Karatepe

82 citations0/0 files storedInternational Journal of Bank Marketing

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Job Satisfaction and Organizational Behavior Stress and Burnout Research Optimism, Hope, and Well-being

Abstract

Purpose The purpose of this paper is to examine whether hope as a personal resource moderates the relationships between job burnout and frontline bank employees’ in‐role and extra‐role performances. Design/methodology/approach Frontline employees of several banks throughout the Turkish Republic of Northern Cyprus serve as the study setting. Findings Results of the study reveal that burnout is significantly related to frontline employees’ in‐role and extra‐role performances and that hope moderates these relationships. Research limitations/implications Though common method bias does not appear to be a potential threat to the magnitude of relationships, in future studies using multiple‐informants (e.g. performance data from supervisors or customers) would be useful. In addition, replication studies among front employees in other countries would be beneficial for further generalizations. Practical implications Management of the banks should consider the personality traits of the individuals during the selection process. This is important, since hope reduces the detrimental impact of burnout on performance outcomes. Management should also retain employees high in hope, because such employees can create a positive work environment and serve as role models to their colleagues with low hope. Originality/value Empirical research in the banks services literature pertaining to the effect of hope on extra‐role performance and hope as a moderator of the impact of burnout on in‐role and extra‐role performances is scarce. Therefore, this study adds to the literature in this research stream by investigating the aforementioned relationships.

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References

1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error 1981The measurement of experienced burnout 2001The job demands-resources model of burnout.2000Positive psychology: An introduction.2002The Measurement of Engagement and Burnout: A Two Sample Confirmatory Factor Analytic Approach 2000Positive psychology: An introduction.2004Job demands, job resources, and their relationship with burnout and engagement: a multi‐sample study 2007POSITIVE PSYCHOLOGICAL CAPITAL: MEASUREMENT AND RELATIONSHIP WITH PERFORMANCE AND SATISFACTION

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2014The moderated relationship between job burnout and organizational cynicism 2014Hope, Work Engagement, and Organizationally Valued Performance Outcomes: An Empirical Study in the Hotel Industry 2016Impact of leader member exchange, human resource management practices and psychological empowerment on extra role performances 2019The effects of nonwork and personal resources on frontline bank employees’ work engagement and critical job outcomes 2022The Impact of Emotional Leadership on Subordinates' Job Performance: Mediation of Positive Emotions and Moderation of Susceptibility to Positive Emotions

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