Job attitudes and performance: the services perspective

Job Attitudes like employee engagement, involvement, commitment, citizenship behaviors etc, influences various individual and organizational outcomes. Organizations seek to increase the frequency of individual outcomes like employee motivation, performance, productivity, innovativeness, trust etc, among its employees. Also, organizational outcomes like service quality, image, profitability, etc, always form the top priority. Job attitudes have been a well researched construct in the management literature. However, constructs like job attitudes and service performance, has received scant attention in the past. The current study, would explore the influence of job attitudes like employee engagement and involvement on service performance of employees.

The participatory organizations were from insurance and postal sectors, of service economy of Kashmir region, from the state of Jammu and Kashmir. The Survey method was used for data collection purposes, where in data was collected, through combination of structured questionnaires followed by interviews. The sample size of 100 respondents were selected representing middle management, frontline, lower level employees and customers. The data were analyzed using SPSS software package, where in techniques like descriptive statistics (mean, standard deviation, correlation analysis) and multiple regression analysis, were utilized to analyze and interpret the given data. The results revealed significant positive relationships between employee engagement and service performance as well as between job involvement and service performance. The various antecedents leading to the enhancement of employee engagement and job involvement were also discussed in the current study.