Empowerment and role stress in the human interface between the firm and its markets

Lings, Ian & Sood, Aarti (2010) Empowerment and role stress in the human interface between the firm and its markets. International Journal of Services Technology and Management, 14(2/3), pp. 233-249.

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Frontline employees constitute one of the key interfaces that service organisations have with their markets. Many strategies to enhance the ability of these employees to satisfy the needs of customers have been proposed. Amongst these, empowering employees has been suggested to enhance the customer orientation of the firm and consequently its effectiveness in serving the market. However, the impact of empowerment in service organisations remains somewhat contentious. This paper examines the role of empowerments an organisational service strategy and identifies its consequences for role stress, job satisfaction and the willingness of service employees to serve their customers.

Impact and interest:

2 citations in Scopus
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ID Code: 33290
Item Type: Journal Article
Refereed: Yes
Additional Information: 6 months embargo
Additional URLs:
Keywords: empowerment, role stress, job satisfaction, customer orientation, frontline staff, marketing, services
DOI: 10.1504/IJSTM.2010.034330
ISSN: 1460-6720
Divisions: Current > QUT Faculties and Divisions > QUT Business School
Current > Schools > School of Advertising, Marketing & Public Relations
Copyright Owner: Inderscience Enterprises Ltd.
Deposited On: 02 Aug 2010 22:45
Last Modified: 29 Feb 2012 14:18

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