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Titolo:
Delivering customer-oriented behaviour through empowerment: An empirical test of HRM assumptions
Autore:
Peccei, R; Rosenthal, P;
Indirizzi:
Univ London Kings Coll, Ctr Management, London EC1 8WA, England Univ London Kings Coll London England EC1 8WA t, London EC1 8WA, England
Titolo Testata:
JOURNAL OF MANAGEMENT STUDIES
fascicolo: 6, volume: 38, anno: 2001,
pagine: 831 - 857
SICI:
0022-2380(200109)38:6<831:DCBTEA>2.0.ZU;2-J
Fonte:
ISI
Lingua:
ENG
Soggetto:
ORGANIZATIONAL CITIZENSHIP BEHAVIOR; HUMAN-RESOURCE MANAGEMENT; PSYCHOLOGICAL EMPOWERMENT; TOTAL QUALITY; SELF-REPORTS; WORK; SERVICE; COMMITMENT; PERFORMANCE; ORIENTATION;
Tipo documento:
Article
Natura:
Periodico
Settore Disciplinare:
Social & Behavioral Sciences
--discip_BC--
Citazioni:
86
Recensione:
Indirizzi per estratti:
Indirizzo: Peccei, R Univ London Kings Coll, Ctr Management, 150 Stamford St, London EC1 8WA, England Univ London Kings Coll 150 Stamford St London England EC18WA d
Citazione:
R. Peccei e P. Rosenthal, "Delivering customer-oriented behaviour through empowerment: An empirical test of HRM assumptions", J MANAG STU, 38(6), 2001, pp. 831-857

Abstract

Organizational initiatives to strengthen customer orientation among front-line service workers abound, and have led many commentators to speak of thereconstitution of service work. These interventions rest on managers' assumptions about what engenders the desired customer-oriented behaviours amongemployees. We evaluate those assumptions in the context of a major change initiative in a supermarket firm. The logic of the programme mirrors key precepts in the contemporary management literature. These are that managementbehaviour, job design and values-based training can produce a sense of empowerment among employees, and that empowerment will generate prosocial customer-oriented behaviour. Using data from a large scale employee sun-ey, we test the validity of those assumptions. Employees who perceived management behaviour in a positive light and who had participated in values-based training were more likely to feel empowered (i.e. to have internalized prosocial service values and to feel a sense of competence and autonomy on the job). Psychological empowerment was, in turn, positively related to the customer-oriented behaviour of workers. This study, there, provides support for key assumptions underlying HRM theory and practice fore. in services.

ASDD Area Sistemi Dipartimentali e Documentali, Università di Bologna, Catalogo delle riviste ed altri periodici
Documento generato il 06/04/20 alle ore 23:46:45