Abstract
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.
Highlights
In the current highly uncertain and competitive business environment, positive attitudes can become a fundamental source of competitive advantage and success (Guest, 2017)
This paper examined the one-dimensionality of the measurement scales of happiness at work (HAW), service-skill use, and crossselling performance, by means of confirmatory factor analysis (CFA) using EQS 6.1 software (Table 3)
The results indicated that three factors were present (HAW, service-skill use, and cross-selling performance), and the higher covariance explained by one factor was 21.48%, confirming that common method bias was not significant
Summary
In the current highly uncertain and competitive business environment, positive attitudes can become a fundamental source of competitive advantage and success (Guest, 2017). The effect of emotions on consumers has recently been addressed by Guido et al (2018), who found a clear relationship between emotions and consumers’ attitudes. Schmitz et al (2014) found that intrinsic motivation led to an improvement in cross-selling performance in the banking sector. Chadi and Hetschko (2018) highlighted the essential role of job satisfaction in improving performance. A company can push sellers to sell more, but if sellers are not happy at work, they will not be motivated to sell to the best of their ability. The aim of this paper is twofold: (1) to examine the effect of employees’ happiness at work (HAW) on cross-selling performance and (2) to explore the mediating role of service-skill use in the relationship between HAW and cross-selling performance
Sign-in/Register to view highlights & summary Sign-in/Register to access full text options 
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callDisclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
