文章基本信息

标题：Understating The Impact Of Employee Empowerment On Customer-Oriented Behavior
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作者：Dia Zeglat ; Mohammad Aljaber ; Wasfi Alrawabdeh 等
期刊名称：Journal of Business Studies Quarterly
电子版ISSN：2152-1034
出版年度：2014
卷号：6
期号：1
页码：55-67
出版社：Journal of Business Studies Quarterly
摘要：This study aimed to measure the impact of employee empowerment on customer-oriented behavior in the Jordanian commercial banks. The study addressed two perspectives of empowerment (i.e., structural empowerment and psychological empowerment). The frontline employee's perspective was used, since this position plays an excellent role in mediating the relationship between clients and service providers. The researchers collected three hundred and seventy-seven questionnaires. Findings reveal that both forms of empowerment have a positive and significant impact on customer-oriented behavior. However, psychological empowerment has a stronger impact on customer- oriented behavior than does structural empowerment. Only three dimensions of structural empowerment (communications, training, and knowledge and skills) have a significant positive impact on the dependent variable. In addition, three dimensions of psychological empowerment (meaning, competences and impact) have significant and positive impacts on customer-oriented behavior. This study offers new insights into the existing literature and provides implications and directions for future research.
关键词：employee empowerment; psychological empowerment; structural empowerment; custo mer-oriented ; behavior; service industry