Table 4. Results for direct effects at...

Table 4.

Results for direct effects at the frontline employee level

	Financial planning behavior			Promotion focus			Service customization
Independent variable	Coefficient	SE	p-value	Coefficient	SE	p-value	Coefficient	SE	p-value
Constant	0.66	0.32	0.038	3.42	0.19	0.000	4.28	0.41	0.000
Main
Promotion focus (PRF)	0.31	0.06	0.000
Service customization (SEC)	0.37	0.13	0.004	0.19	0.05	0.000
Attention to detail (ATD)	−0.03	0.03	0.358	0.02	0.03	0.626	0.14	0.03	0.000
Servant leadership (SEL)							0.02	0.04	0.684
Customer stewardship (CUS)							0.05	0.04	0.298
Interactions
ATD × SEL							0.08	0.03	0.003
ATD × CUS							0.10	0.04	0.010
FLE controls
Gender (female)	0.09	0.10	0.332	−0.02	0.04	0.577	0.00	0.10	0.992
Age	0.01	0.03	0.825	0.04	0.02	0.048	−0.10	0.08	0.226
Higher education	0.05	0.08	0.563	−0.01	0.03	0.801	0.13	0.08	0.116
Job stress	0.05	0.05	0.345	0.01	0.01	0.097	−0.02	0.04	0.678
Industry experience	0.00	0.02	0.992	0.01	0.01	0.294	0.01	0.02	0.740
Customer controls
Gender (female)	−0.08	0.19	0.665	0.04	0.11	0.743	−0.16	0.14	0.238
Age	0.01	0.02	0.550	0.02	0.01	0.182	0.00	0.06	0.973
Higher education	−0.36	0.08	0.000	0.40	0.20	0.043	−0.15	0.29	0.594
Income	−0.01	0.04	0.805	0.05	0.01	0.000	−0.05	0.03	0.157
Other controls
Bank dummy	−0.16	0.08	0.047	−0.20	0.05	0.000	−0.35	0.07	0.000

R²	0.21			0.21			0.17
System R²	0.19

	Financial planning behavior			Promotion focus			Service customization
Independent variable	Coefficient	SE	p-value	Coefficient	SE	p-value	Coefficient	SE	p-value
Constant	0.66	0.32	0.038	3.42	0.19	0.000	4.28	0.41	0.000
Main
Promotion focus (PRF)	0.31	0.06	0.000
Service customization (SEC)	0.37	0.13	0.004	0.19	0.05	0.000
Attention to detail (ATD)	−0.03	0.03	0.358	0.02	0.03	0.626	0.14	0.03	0.000
Servant leadership (SEL)							0.02	0.04	0.684
Customer stewardship (CUS)							0.05	0.04	0.298
Interactions
ATD × SEL							0.08	0.03	0.003
ATD × CUS							0.10	0.04	0.010
FLE controls
Gender (female)	0.09	0.10	0.332	−0.02	0.04	0.577	0.00	0.10	0.992
Age	0.01	0.03	0.825	0.04	0.02	0.048	−0.10	0.08	0.226
Higher education	0.05	0.08	0.563	−0.01	0.03	0.801	0.13	0.08	0.116
Job stress	0.05	0.05	0.345	0.01	0.01	0.097	−0.02	0.04	0.678
Industry experience	0.00	0.02	0.992	0.01	0.01	0.294	0.01	0.02	0.740
Customer controls
Gender (female)	−0.08	0.19	0.665	0.04	0.11	0.743	−0.16	0.14	0.238
Age	0.01	0.02	0.550	0.02	0.01	0.182	0.00	0.06	0.973
Higher education	−0.36	0.08	0.000	0.40	0.20	0.043	−0.15	0.29	0.594
Income	−0.01	0.04	0.805	0.05	0.01	0.000	−0.05	0.03	0.157
Other controls
Bank dummy	−0.16	0.08	0.047	−0.20	0.05	0.000	−0.35	0.07	0.000

R²	0.21			0.21			0.17
System R²	0.19

Notes:

n = 185 (FLE-level analysis). Results are based on two-tailed z tests. All coefficients are unstandardized. To account for heteroscedasticity, we estimated all models using clustered standard errors. All variance inflation factors (VIFs) are below the recommended cutoff of 5 (O’Brien, 2007)

Source: Authors’ own work

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