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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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Autores principales: Salas-Vallina, Andrés, Pozo-Hidalgo, Manoli, Gil-Monte, Pedro R.
Formato: Online Artículo Texto
Lenguaje:English
Publicado: Frontiers Media S.A. 2020
Materias:
Acceso en línea:https://www.ncbi.nlm.nih.gov/pmc/articles/PMC7120033/
https://www.ncbi.nlm.nih.gov/pubmed/32292366
http://dx.doi.org/10.3389/fpsyg.2020.00456
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author Salas-Vallina, Andrés
Pozo-Hidalgo, Manoli
Gil-Monte, Pedro R.
author_facet Salas-Vallina, Andrés
Pozo-Hidalgo, Manoli
Gil-Monte, Pedro R.
author_sort Salas-Vallina, Andrés
collection PubMed
description 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.
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spelling pubmed-71200332020-04-14 Are Happy Workers More Productive? The Mediating Role of Service-Skill Use Salas-Vallina, Andrés Pozo-Hidalgo, Manoli Gil-Monte, Pedro R. Front Psychol Psychology 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. Frontiers Media S.A. 2020-03-27 /pmc/articles/PMC7120033/ /pubmed/32292366 http://dx.doi.org/10.3389/fpsyg.2020.00456 Text en Copyright © 2020 Salas-Vallina, Pozo-Hidalgo and Gil-Monte. http://creativecommons.org/licenses/by/4.0/ 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.
spellingShingle Psychology
Salas-Vallina, Andrés
Pozo-Hidalgo, Manoli
Gil-Monte, Pedro R.
Are Happy Workers More Productive? The Mediating Role of Service-Skill Use
title Are Happy Workers More Productive? The Mediating Role of Service-Skill Use
title_full Are Happy Workers More Productive? The Mediating Role of Service-Skill Use
title_fullStr Are Happy Workers More Productive? The Mediating Role of Service-Skill Use
title_full_unstemmed Are Happy Workers More Productive? The Mediating Role of Service-Skill Use
title_short Are Happy Workers More Productive? The Mediating Role of Service-Skill Use
title_sort are happy workers more productive? the mediating role of service-skill use
topic Psychology
url https://www.ncbi.nlm.nih.gov/pmc/articles/PMC7120033/
https://www.ncbi.nlm.nih.gov/pubmed/32292366
http://dx.doi.org/10.3389/fpsyg.2020.00456
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