The Effect of Supervisor Career Mentoring on Supervisor-Based Self-Esteem and Prosocial Service Behavior of Commercial Bank
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Abstract
Previous quantitative and qualitative research, both at national and international levels, has not examined the link between dual-natured relationship, relational self-esteem, and customer service behavior. Drawing on the relational perspective and self-consistency theory, this research investigates how supervisor career mentoring affects supervisor-based self-esteem and prosocial service behaviors. Data were collected via questionnaires from a multi-source sample of 321 bank teller-branch manager dyads across 72 commercial bank branches in southern Thailand, using multi-stage random sampling. Structural equation modeling was used for analysis. The findings revealed that: 1) supervisor career mentoring has a statistically significant positive direct effect on supervisor-based self-esteem; 2) supervisor-based self-esteem has a statistically significant positive direct effect on both role-prescribed and extra-role service behaviors; and 3) supervisor-based self-esteem fully and positively mediates, with statistical significance, the influence of supervisor career mentoring on both role-prescribed and extra-role service behaviors. This research provides implications that are beneficial for both theory and practice.
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