The DOI matches its Crossref record; 76 of the 76 references it cites were found in a registry or an index.
The Impact of Empowerment on Customer Contact Employees’ Roles in Service Organizations
Abstract
A pilot study was conducted to test a hierarchical model in which empowerment of contact personnel is presented as an antecedent condition to role conflict, role ambiguity, adaptability, self-efficacy, and job satisfaction. The latter are, in turn, presented as antecedents to helping behaviors directed at customers. The model is structured on three interfaces: employee-manager, employee-role, and employee-customer. The data were collected in six branches of the same bank in a major North American city. Results reveal that empowerment is a very efficacious managerial control tool in that it significantly affects the behavior and attitudinal dispositions of boundary-spanning service employees. Specifically, role ambiguity emerges as the most influential variable in the employee-role interface, and employee adaptability is a highly determining factor for the delivery of effective role-prescribed and extra-role performances. Implications for the management of customer-contact service employees and directions for further research are discussed.
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Metadata
- Authors
- Chebat, J.-C., & Kollias, P.
- Venue
- Journal of Service Research
- Publisher
- SAGE Publications
- Published
- 2000-08
- Volume
- 3
- Issue
- 1
- Pages
- 66-81
- ISSN
- 1094-6705 (ISSN-L)
- 1552-7379
- OpenAlex
- W2142327896
- Cited by
- 454
- References
- 76
- FWCI
- 7.39
- Type
- journal article
- Language
- en
- Open access
- closed
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Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
