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Impact Of Employee Displayed Emotion On Perceived Waiting Time Of Clients Among Islamic Banks Of Paksitan

Author

Listed:
  • NAVEED MUSHTAQ

    (Noon Business School, University of Sargodha, Pakistan)

  • MUHAMMAD ASIM

    (Noon Business School, University of Sargodha, Pakistan)

  • MOHSIN RAZA KHAN

    (Bahria Business School, Bahria University, Islamabad, Pakistan)

  • TANVEER ILLAHI

    (Management Studies Department, Bahria Business School, Bahria University, Islamabad, Pakistan)

  • ABDUL QAYYUM

    (Management Studies Department, Bahria Business School, Bahria University, Islamabad, Pakistan)

Abstract

The core and main objective of this study is to examine the relationship of employee displayed emotions on perceived waiting time that is ultimately affect the approach behavior of clients in a service environment. This study examined the different effects of environmental elements with the path of perceived waiting time and the path of emotions too. We surveyed on an adapted questionnaire 191 clients among Islamic banks of Pakistan during rush hour. We found some interesting facts that there is no significant effect of employee displayed emotions on perceived waiting time of clients. There is a strong significant effect of employee displayed emotion on approach behavior which shows an alarming mindset of clients of Islamic Banks. There is no change in approach behavior of clients of Islamic banks even they have not been treating in a well behavior or professionally.

Suggested Citation

  • Naveed Mushtaq & Muhammad Asim & Mohsin Raza Khan & Tanveer Illahi & Abdul Qayyum, 2021. "Impact Of Employee Displayed Emotion On Perceived Waiting Time Of Clients Among Islamic Banks Of Paksitan," Bulletin of Business and Economics (BBE), Research Foundation for Humanity (RFH), vol. 10(1), pages 99-113, March.
    • Handle: RePEc:rfh:bbejor:v:10:y:2021:i:1:p:99-113
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    References listed on IDEAS

    as
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    More about this item

    Keywords

    Employee Displayed Emotion; Perceived Waiting Time; Physical Element;
    All these keywords.

    JEL classification:

    • J5 - Labor and Demographic Economics - - Labor-Management Relations, Trade Unions, and Collective Bargaining
    • J22 - Labor and Demographic Economics - - Demand and Supply of Labor - - - Time Allocation and Labor Supply

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