Unmasking Illegitimate Tasks in Banking A Qualitative Exploration of Types, Contributing Factors, Impact, and Potential Mitigating Strategies in the Pakistani Context

The banking sector of Pakistan is in extreme crisis. There is a need for a deeper understanding of the problems surrounding poor service standards and performance in this sector. Employees and their work experiences are crucial to the performance of this industry. The aim of this study was to shed light on the experiences of bank employees with regard to illegitimate tasks. The study specifically aimed to identify the types of illegitimate tasks experienced by employees working in this sector, the contributing factors to this experience, the consequences thereof, and the mitigating factors that can reduce the adverse impacts of these tasks. The study used an exploratory qualitative research design and directed content analysis to transcribe and organize the data from 17 semi structured interviews with bank employees in Lahore, Pakistan. The data was recorded verbatim and was not edited in any way. Findings identified the multiple unreasonable and unnecessary tasks experienced by the participants, the organizational and psychological factors that contributed to the experience of these tasks, the resource depleting characteristics of these tasks, and the adverse psychological, emotional, physical, and behavioral consequences of these tasks. Most importantly, the findings identified mechanisms to mitigate the adverse effects of illegitimate tasks. These findings will have practical implications for informing human resource practices and interventions to enhance the work experiences of bank employees and, consequently, the performance of the overall banking sector. Qualitative studies regarding bank employees' experience of illegitimate tasks in the Pakistani context are lacking. Potential interventions and recommendations for future research are made. Ms. Nausheen Shakeel "Unmasking Illegitimate Tasks in Banking: A Qualitative Exploration of Types, Contributing Factors, Impact, and Potential Mitigating Strategies in the Pakistani Context" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-7 | Issue-6 , December 2023, URL: https://www.ijtsrd.com/papers/ijtsrd60166.pdf Paper Url: https://www.ijtsrd.com/management/organizational-behaviour/60166/unmasking-illegitimate-tasks-in-banking-a-qualitative-exploration-of-types-contributing-factors-impact-and-potential-mitigating-strategies-in-the-pakistani-context/ms-nausheen-shakeel