Does hope moderate the impact of job burnout on frontline bank employees’ in‐role and extra‐role performances?

Purpose – The purpose of this paper is to examine whether hope as a personal resource moderates the relationships between job burnout and frontline bank employees’ in‐role and extra‐role performances. Design/methodology/approach – Frontline employees of several banks throughout the Turkish Republic of Northern Cyprus serve as the study setting. Findings – Results of the study reveal that burnout is significantly related to frontline employees’ in‐role and extra‐role performances and that hope moderates these relationships. Research limitations/implications – Though common method bias does not appear to be a potential threat to the magnitude of relationships, in future studies using multiple‐informants (e.g. performance data from supervisors or customers) would be useful. In addition, replication studies among front employees in other countries would be beneficial for further generalizations. Practical implications – Management of the banks should consider the personality traits of the individuals during the selection process. This is important, since hope reduces the detrimental impact of burnout on performance outcomes. Management should also retain employees high in hope, because such employees can create a positive work environment and serve as role models to their colleagues with low hope. Originality/value – Empirical research in the banks services literature pertaining to the effect of hope on extra‐role performance and hope as a moderator of the impact of burnout on in‐role and extra‐role performances is scarce. Therefore, this study adds to the literature in this research stream by investigating the aforementioned relationships.