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- W2613537092 abstract "Purpose The purpose of this paper is to examine the influence of structural empowerment, psychological empowerment and intrinsic motivation on perceived customer satisfaction in contact centers. Design/methodology/approach A questionnaire was conducted among 703 employees of a contact center. Data analysis was based on structural equation modeling. Findings Structural empowerment results in higher levels of perceived customer satisfaction through psychological empowerment and intrinsic motivation. Furthermore, structural empowerment effect on psychological empowerment is mediated by intrinsic motivation. Practical implications Previous predictions regarding counterproductive impact of empowerment in a low-service heterogeneity sector, such as contact center are challenged and a transformative message is disclosed in what concerns human resource management (HRM) in contact centers. Originality/value The research provides valuable insights for both scholars and practitioners regarding the process through which employees’ psychological empowerment and intrinsic motivation improves customer satisfaction in the context of contact centers." @default.
- W2613537092 created "2017-05-19" @default.
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- W2613537092 date "2017-06-19" @default.
- W2613537092 modified "2023-10-14" @default.
- W2613537092 title "Frontline employee empowerment and perceived customer satisfaction" @default.
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- W2613537092 doi "https://doi.org/10.1108/mrjiam-04-2016-0663" @default.
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