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Titolo:
Customer reactions to staff empowerment: Mediators and moderators
Autore:
Bradley, GL; Sparks, BA;
Indirizzi:
Griffith Univ, Fac Commerce & Management, Nathan, Qld 9726, Australia Griffith Univ Nathan Qld Australia 9726 ment, Nathan, Qld 9726, Australia
Titolo Testata:
JOURNAL OF APPLIED SOCIAL PSYCHOLOGY
fascicolo: 5, volume: 30, anno: 2000,
pagine: 991 - 1012
SICI:
0021-9029(200005)30:5<991:CRTSEM>2.0.ZU;2-Y
Fonte:
ISI
Lingua:
ENG
Soggetto:
PROCEDURAL JUSTICE; SERVICE ENCOUNTER; PERSONALIZATION; RESPONSES; EMPLOYEE; VOICE;
Tipo documento:
Article
Natura:
Periodico
Settore Disciplinare:
Social & Behavioral Sciences
Citazioni:
44
Recensione:
Indirizzi per estratti:
Indirizzo: Bradley, GL Griffith Univ, Fac Commerce & Management, Gold Coast Campus,PMB 50 Gold Coast Mall Ctr, Nathan, Qld 9726, Australia Griffith Univ Gold Coast Campus,PMB 50 Gold Coast Mall Ctr Nathan Qld Australia 9726
Citazione:
G.L. Bradley e B.A. Sparks, "Customer reactions to staff empowerment: Mediators and moderators", J APPL SO P, 30(5), 2000, pp. 991-1012

Abstract

For over a decade, the empowerment of service staff has been touted as an effective means of improving worker satisfaction and performance. The 2 studies described in this paper assess likely customer reactions to staff empowerment. In Study 1, conditions of full empowerment produced higher customer satisfaction ratings than did either limited or no empowerment, with evidence that the link between empowerment and satisfaction is mediated primarily by perceptions of procedural fairness. In Study 2, full empowerment was again associated with high satisfaction and with positive appraisals of theempowered staff member, although these effects were moderated by the employee's communication style.

ASDD Area Sistemi Dipartimentali e Documentali, Università di Bologna, Catalogo delle riviste ed altri periodici
Documento generato il 20/09/20 alle ore 04:16:36