Empowerment and role stress in the human interface between the firm and its markets
Sood, Aarti & Lings, Ian (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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Description
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.
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| ID Code: | 33290 | ||
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| Item Type: | Contribution to Journal (Journal Article) | ||
| Refereed: | Yes | ||
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| Measurements or Duration: | 17 pages | ||
| Keywords: | customer orientation, employee empowerment, frontline services, frontline staff, job satisfaction, marketing, role stress, service interfaces, service strategy, willingness to serve | ||
| DOI: | 10.1504/IJSTM.2010.034330 | ||
| ISSN: | 1460-6720 | ||
| Pure ID: | 32201269 | ||
| Divisions: | Past > QUT Faculties & Divisions > QUT Business School Current > Schools > School of Advertising, Marketing & Public Relations |
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| Copyright Owner: | Consult author(s) regarding copyright matters | ||
| Copyright Statement: | This work is covered by copyright. Unless the document is being made available under a Creative Commons Licence, you must assume that re-use is limited to personal use and that permission from the copyright owner must be obtained for all other uses. If the document is available under a Creative Commons License (or other specified license) then refer to the Licence for details of permitted re-use. It is a condition of access that users recognise and abide by the legal requirements associated with these rights. If you believe that this work infringes copyright please provide details by email to [email protected] | ||
| Deposited On: | 02 Aug 2010 22:45 | ||
| Last Modified: | 08 Feb 2025 09:22 |
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