Are Happy Workers More Productive? The Mediating Role of Service-Skill Use

Are Happy Workers More Productive? The Mediating Role of Service-Skill Use

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 us...

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Published in:Frontiers in psychology Vol. 11; p. 456
Main Authors: Salas-Vallina, Andrés, Pozo-Hidalgo, Manoli, Gil-Monte, Pedro R
Format: Journal Article
Language:English
Published: Switzerland Frontiers Media S.A 27-03-2020
Subjects:
affective organizational commitment
engagement
happiness at work
job satisfaction
Psychology
service-skill use
happiness at work
affective organizational commitment
engagement
performance
service-skill use
cross-selling
job satisfaction
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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.
AbstractList 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.
Author Salas-Vallina, Andrés
Pozo-Hidalgo, Manoli
Gil-Monte, Pedro R
AuthorAffiliation 2 Department of Social Psychology, University of Valencia , Valencia , Spain
1 Deparment of Business Management, University of Valencia , Valencia , Spain
AuthorAffiliation_xml – name: 2 Department of Social Psychology, University of Valencia , Valencia , Spain
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  givenname: Pedro R
  surname: Gil-Monte
  fullname: Gil-Monte, Pedro R
  organization: Department of Social Psychology, University of Valencia, Valencia, Spain
BackLink https://www.ncbi.nlm.nih.gov/pubmed/32292366$$D View this record in MEDLINE/PubMed
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Copyright Copyright © 2020 Salas-Vallina, Pozo-Hidalgo and Gil-Monte.
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Keywords happiness at work
affective organizational commitment
engagement
performance
service-skill use
cross-selling
job satisfaction
Language English
License Copyright © 2020 Salas-Vallina, Pozo-Hidalgo and Gil-Monte.
This is an open-access article distributed under the terms of the Creative Commons Attribution License (CC BY). The use, distribution or reproduction in other forums is permitted, provided the original author(s) and the copyright owner(s) are credited and that the original publication in this journal is cited, in accordance with accepted academic practice. No use, distribution or reproduction is permitted which does not comply with these terms.
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Edited by: Evangelos Himonides, University College London, United Kingdom
Reviewed by: Cristina Simone, Sapienza University of Rome, Italy; Pablo Ruiz-Palomino, University of Castilla–La Mancha, Spain; Valentina Sommovigo, University of Pavia, Italy
This article was submitted to Performance Science, a section of the journal Frontiers in Psychology
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Snippet 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...
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SubjectTerms affective organizational commitment
engagement
happiness at work
job satisfaction
Psychology
service-skill use
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Title Are Happy Workers More Productive? The Mediating Role of Service-Skill Use
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