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This study explores how emotional intelligence, customer orientation, deep acting and surface acting influence job satisfaction among middle managers in their interactions with customers, colleagues and business partners. By examining these factors, we aim to provide insights into their collective impact on job satisfaction and interpersonal dynamics within organizational contexts.

By involving 95 middle managers at Indonesian Internet service providers as respondents, this research used a questionnaire to collect data. Next, the data were analyzed using the partial least square-structural equation modeling (PLS-SEM) technique, which evaluated measurement models and structural models. A total of twelve hypotheses were tested in this study.

This study found that customer orientation does not have a significant effect on deep acting, thereby nullifying its indirect effect on job satisfaction. Conversely, it's demonstrated that both deep acting and surface acting serve as partial mediators in the relationship between emotional intelligence and job satisfaction. Furthermore, surface acting emerges as a partial mediator in the connection between customer orientation and job satisfaction.

By exploring the relationship between customer orientation, emotional intelligence and job satisfaction among employees, this study seeks to reveal novel insights. The study examines the impact of these critical elements, which are necessary for middle managers to effectively manage their emotions and cultivate significant connections, on their overall job satisfaction and interpersonal dynamics in their diverse responsibilities.

This research seeks to reveal the mediating role of work engagement and affective commitment as individual aspects that have the potential to bridge the effect of empowering leadership on the task performance of Correctional Service counselors in Indonesia, especially due to the limited literature on these two aspects in the context of public organizations.

Quantitative research was conducted on 350 counselors throughout Indonesia. The data was collected by distributing questionnaires online. The collected data were then analyzed using Structural Equation Modeling to test the seven research hypotheses.

Empowering leadership significantly strengthens task performance, work engagement and affective commitment. For indirect effects, this study found that affective commitment partially mediates the effect of empowering leadership on task performance. Meanwhile, work engagement failed to act as a mediator because it did not significantly impact strengthening task performance.

Notably, the unexpected result of work engagement's inability to significantly boost task performance deviates from the prevailing trends observed in previous empirical research, thereby adding a novel dimension to the findings of this study.

Over the last few decades, electronic banking has been used widely to manage financial transactions worldwide. More recently electronic wallet (e-wallet) banking has been identified as an innovative mode of e-payment and enhances e-banking customer experience. Although e-wallet banking service is more secure, fast, convenient and cost effective, compared to conventional web-based banking, adoption of e-wallet application is limited among e-banking consumers. To address this issue, the current study has conceptualized task technology fit (TTF) model, diffusion of innovation (DOI) theory and protection motivation theory towards adoption of e-wallet service. Moreover, pandemic risk is studied as moderating factor between the relationship of e-wallet and use of e-wallet banking among banking consumers.

The research design of this study is based on positivism research paradigm. This study is cross-sectional and used deductive level of theory to formulate hypotheses. Research survey was conducted towards e-banking users. For statistical findings research framework is tested with 280 numerical responses. Data are estimated through partial least square structural equation modeling (PLS-SEM) approach.

Statistical results demonstrates that collectively factors underpinned protection motivation theory, TTF and DOI have shown large variance R² 65.7% in adoption of e-wallet. The effect size f² analysis has revealed that compatibility is one of the most influential factors in determining individual behavior to adopt e-wallet. Similarly, Geisser and Stone Q² analysis has disclosed substantial predictive power to predict adoption and use of e-wallet service.

Theoretically, this study integrates protection motivation theory, DOI theory and TTF model toward adoption of e-wallet service and hence contributes to information system literature. To practice this, research has suggested that factors such as pandemic risk, perceived severity and compatibility are most influential factors and hence need policy makers' attention to boost e-wallet adoption.

This study is original as the study develops an integrative research model to investigate e-banking user behavior to adopt of e-wallet service. Moreover, pandemic risk is tested as moderating factor between adoption and use of e-wallet which, in turn, enhance the value of this study and directs how to deal with existing and future pandemic crisis.