Employee Engagement and Service Quality in Branch-Based Financial Institutions

Anggun Yolistina; Nia Riana

Authors

Anggun Yolistina Universitas Sangga Buana YPKP Author
Nia Riana Universitas Widyatama, Bandung Author

Keywords:

employee, engagement, service, quality, branch-based, financial, institutions, management, integrative review

Abstract

This integrative evidence review examines employee engagement and service quality in branch-based financial institutions by asking how employee engagement is connected to service quality and which conditions determine whether that connection becomes operationally meaningful. The article synthesizes peer-reviewed and institutional literature relevant to people, leadership, work-design, and organizational change systems, emphasizing mechanisms, boundary conditions, and measurement choices rather than a universal average effect. Evidence associated with Edmondson et al., 2014 and Marler et al., 2017 is read with the wider source set to distinguish formal adoption from effective use, short-term response from durable capability, and observed association from causal interpretation. The synthesis identifies complementary roles for talent mobility and succession routines, change fatigue, and governance or coordination routines. No survey, interview, experiment, proprietary dataset, or regression estimate is represented as having been collected for this conceptual review.

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References

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