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Does humane leadership influence customer service orientation of financial institutions? The moderating effect of job satisfaction of casual employees

Robert Kwame Dzogbenuku (Department of Marketing, Central University, Tema, Ghana)
Evans Sokro (Department of Human Resource Management, Central University, Tema, Ghana)
Kwasi Dartey-Baah (University of Ghana Business School, University of Ghana, Accra, Ghana)

African Journal of Economic and Management Studies

ISSN: 2040-0705

Article publication date: 7 June 2024

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Abstract

Purpose

This study seeks to assess how a humane leadership style affects customer service orientation among casual employees of financial service institutions in Ghana. Using job satisfaction as a moderator, this study predicts that a humane leadership style influences casual employees’ customer service orientation.

Design/methodology/approach

Survey data were obtained from 328 frontline casual employees of financial service firms. The structural equation modelling technique of partial least squares was used to test the hypothesised relationships.

Findings

The study found that a humane leadership style positively and significantly drives customer service behaviour. Job satisfaction also had a positive effect on customer service orientation among casual employees.

Originality/value

The study appears to be the first of its kind to explore the moderating role of job satisfaction in the connection between humane leadership and customer service orientation from the perspective of casual employees. The study highlights insightful practical implications for corporate managers, HR practitioners and marketing academics.

Keywords

Citation

Dzogbenuku, R.K., Sokro, E. and Dartey-Baah, K. (2024), "Does humane leadership influence customer service orientation of financial institutions? The moderating effect of job satisfaction of casual employees", African Journal of Economic and Management Studies, Vol. ahead-of-print No. ahead-of-print. https://doi.org/10.1108/AJEMS-04-2023-0144

Publisher

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Emerald Publishing Limited

Copyright © 2024, Emerald Publishing Limited

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