Employee satisfaction and service performance in banking sector

Is it true that satisfied employees demonstrate a higher level of service performance? What can raise employees' job satisfaction and what aspects of job are valuable for staff? In contemporary competitive environment these questions are of current interest of researchers and businesses. This book incorporates theoretical background covering this issue and presents a research conducted in a Russian Bank. Due to their constant contact with customers, front-line employees have been selected for survey. Firstly, employees' job satisfaction was studied with focus to intrinsic and extrinsic factors that affect the general job satisfaction. Secondly, service performance was measured by combination of self-assessed method and the company's reports. And, finally, the relationship between job satisfaction and performance was explored. The book can have value for students, researchers and business people.

Autorentext

Marina Karaevaholds BA in Mathematics and BA in Accounting and Audit, Russia. She worked in the area of finance in private companies and banking sector in Vladikavkaz and Moscow. After graduation with distinction from University of Greenwich, London, MBA, Marina Karaeva works in AT Bank in Amsterdam as Loan Officer.