The purpose of this paper is to offer a better understanding of managing engagement in an emerging economy service. It explores the role of organisational climates for initiative and psychological safety as the key drivers of employee engagement (EE). It also examines the effects of EE on customer engagement (CE) and, in turn, on relationship commitment and switching intention.,Data were collected through a structured survey of service employees and customers of 69 bank branches in Bangladesh using two survey instruments. Responses were collected from 156 employees and 316 customers. A dyadic data set was created by matching customer data with the corresponding employee data collected from each bank branch. Structural equation modelling using AMOS (version 22.0) was employed for data analysis.,Organisational climates for initiative and psychological safety positively influence EE. In turn, EE significantly influences CE which has a significant impact on customer relationship commitment and switching intention.,Future research could consider actual customer behaviour, such as repeat purchase, as the key outcome variable.,The findings emphasise that investment by service managers in organisational resources to facilitate favourable climates for initiative and psychological safety would engage employees at work, which would ultimately help to attain CE and commitment, and reduce switching intention.,This research extends the existing engagement literature with empirical evidence supporting two new EE drivers and two new CE outcomes. It offers a better understanding of managing engagement in the financial services industry of an emerging economy, focussing on the relationship chain from organisational climate to EE, CE and customer-based outcomes.

中文翻译：

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管理对新兴经济服务的参与

本文的目的是为了更好地理解管理新兴经济服务部门的参与。它探讨了主动性和心理安全性的组织氛围作为员工敬业度（EE）的主要驱动力的作用。它还检查了EE对客户敬业度（CE）的影响，进而对关系承诺和转换意向的影响。通过使用两种调查工具对孟加拉国69个银行分支机构的服务员工和客户进行结构化调查，收集了数据。反馈来自156名员工和316位客户。通过将客户数据与从每个银行分支机构收集的相应员工数据进行匹配来创建二元数据集。使用AMOS（版本22.0）进行结构方程建模，以进行数据分析。积极主动和心理安全的组织氛围对EE有积极影响。反过来，EE会对CE产生重大影响，而CE对客户关系承诺和转换意图有重大影响。未来的研究可以将实际的客户行为（例如重复购买）视为关键的结果变量。研究结果强调，服务经理的投资组织资源以促进主动性和心理安全性的有利环境将使员工参与工作，这最终将有助于实现CE和承诺，并减少转换意向。新的CE结果。