Is empowerment really a contributory factor to service quality?

Akiko Ueno

The Service Industries Journal, 2008, vol. 28, issue 9, 1321-1337

Abstract: This article investigates how empowerment of front-line staff affects service quality in mass and technological services. A questionnaire survey and in-depth interviews were conducted. Analysis of the questionnaire data revealed that although there was a moderate association between empowerment and service quality in mass services, the relationship was not statistically significant in technological services. The interview data explain these results and highlight important differences between mass and technological services, both in the type of staff and in the nature of tasks undertaken. Moreover, it was apparent that there were difficulties in implementing empowerment in mass services.

Date: 2008
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Persistent link: https://EconPapers.repec.org/RePEc:taf:servic:v:28:y:2008:i:9:p:1321-1337

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DOI: 10.1080/02642060802230262

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The Service Industries Journal is currently edited by Eileen Bridges, Professor Domingo Ribeiro, Ronald Goldsmith, Barry Howcroft and Youjae Yi

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