Embracing paradox: middle managers’ compassion and the vulnerable customer
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Metadades
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https://doi.org/10.1108/IJBM-03-2023-0161 |
Metadades
Títol
Embracing paradox: middle managers’ compassion and the vulnerable customerData de publicació
2023Editor
EmeraldISSN
0265-2323Cita bibliogràfica
Salas-Vallina, A., Rodríguez Sánchez, A. and Pozo-Hidalgo, M. (2023), "Embracing paradox: middle managers’ compassion and the vulnerable customer", International Journal of Bank Marketing. https://doi.org/10.1108/IJBM-03-2023-0161Tipus de document
info:eu-repo/semantics/articleVersió de l'editorial
https://www.emerald.com/insight/content/doi/10.1108/IJBM-03-2023-0161/full/html? ...Versió
info:eu-repo/semantics/publishedVersionParaules clau / Matèries
Resum
Purpose:
This study explores the phenomenon of compassionate leadership, a promising concept in management literature. Despite significant contributions towards the understanding of its antecedents and consequences, ... [+]
Purpose:
This study explores the phenomenon of compassionate leadership, a promising concept in management literature. Despite significant contributions towards the understanding of its antecedents and consequences, the specific role of compassion concerning the leader behavior under extreme pressure remains unexplored.
Design/methodology/approach:
Drawing empirically on the case of three banks under three different logics, the authors trace how heads of banking branches, namely, middle managers, deal with the paradoxical phenomenon of integrating their human nature with the coetaneous need to achieve aggressive objectives. The authors analyzed interviews using the interpretive research method (Hatch and Yanow, 2003).
Findings:
The authors identified that the logic of savings banks and credit cooperatives, together with specific human elements, created a healthier environment to develop compassionate behaviors compared to commercial banks. The authors found coherence when linking the institutional message of putting the spotlight on a personalized treatment of customers, and the middle manager compassionate actions towards customers and subordinates.
Research limitations/implications:
Suggestions for future theorizing and research are advanced, along with constructive practical implications to rehumanize the dark side of banking for both employees and customers.
Originality/value:
The findings provided in this paper are original because they provide further evidence of linking business logics with compassionate leadership of middle managers and its impact on employees and customers. [-]
Publicat a
International Journal of Bank Marketing, 2023Entitat finançadora
Ministerio de Ciencia e Innovación
Codi del projecte o subvenció
MCIN/PEICTI2021-2023/PID2022-141605NA-I00
Drets d'accés
Copyright © Emerald Publishing Limited
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info:eu-repo/semantics/restrictedAccess
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