Acting ambidextrously in retail banking to achieve service and sales goals simultaneously: A multilevel perspective

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dc.contributor.author Yu, Y
dc.contributor.author Patterson, P
dc.contributor.author Ruyter, K
dc.contributor.editor Ballantine, P
dc.contributor.editor Finsterwalder, J
dc.date.accessioned 2012-02-02T11:11:42Z
dc.date.issued 2010-01
dc.identifier.citation Proceedings of the Australian and New Zealand Marketing Academy Conference 2010, 2010, pp. 1 - 9
dc.identifier.isbn 978-0-473-17820-8
dc.identifier.other E1 en_US
dc.identifier.uri http://hdl.handle.net/10453/16694
dc.description.abstract Ambidexterity refers to an organizations capacity to achieve two seemingly conflicting goals simultaneouslyin this study, the ability of customer-facing employees to achieve sales and service goals at the same time. We examine a range of organizational contextual variables (i.e. empowerment, team support, fairness of rewards, and transformational leadership) to empirically model the antecedents of ambidexterity at the individual and branch levels in a retail banking setting. We found that all the contextual variables have a significant impact on branch ambidexterity at the individual level; however, only empowerment, team support, and fairness of rewards have a significant group-level effect on branch ambidexterity. We also found a positive relationship between branch ambidexterity and branch financial performance.
dc.publisher University of Canterbury
dc.title Acting ambidextrously in retail banking to achieve service and sales goals simultaneously: A multilevel perspective
dc.type Conference Proceeding
dc.parent Proceedings of the Australian and New Zealand Marketing Academy Conference 2010
dc.journal.number en_US
dc.publocation Christchurch, New Zealand en_US
dc.identifier.startpage 1 en_US
dc.identifier.endpage 9 en_US
dc.cauo.name BUS.School of Marketing en_US
dc.conference Verified OK en_US
dc.conference Australian and New Zealand Marketing Academy Conference
dc.for 1505 Marketing
dc.personcode 108956
dc.percentage 100 en_US
dc.classification.name Marketing en_US
dc.classification.type FOR-08 en_US
dc.edition en_US
dc.custom Australian and New Zealand Marketing Academy Conference en_US
dc.date.activity 20101129 en_US
dc.date.activity 2010-11-29
dc.location.activity Christchurch, New Zealand en_US
dc.location.activity ISI:000277716200024
dc.description.keywords Service-sales ambidexterity, cross-selling and up-selling, retail branch context, retail banking en_US
dc.description.keywords Detritus Extinction Macroinvertebrates Phyllospora comosa Spatial subsidy
dc.description.keywords Service-sales ambidexterity, cross-selling and up-selling, retail branch context, retail banking
pubs.embargo.period Not known
pubs.organisational-group /University of Technology Sydney
pubs.organisational-group /University of Technology Sydney/Faculty of Business
pubs.organisational-group /University of Technology Sydney/Faculty of Business/School of Marketing
pubs.organisational-group /University of Technology Sydney/Strength - Management and Organisation Studies
utslib.copyright.status Open Access
utslib.copyright.date 2015-04-15 12:23:47.074767+10
utslib.collection.history General (ID: 2)


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