Unravelling the impact of psychological empowerment on customer service behaviours as a consequence of ‘Leader-Member Exchange’

Dae-seok Kang, Jim Stewart, Hayeon Kim and Jung-chul Lim

The Service Industries Journal, 2011, vol. 32, issue 11, 1791-1809

Abstract: This study aims to investigate the cognitive process by which perceived organizational justice and leader--member exchange (LMX) are channelized into role-prescribed and extra-role customer service behaviours. It proposes the mediating role of three forms of psychological empowerment (goal internalization, perceived competence, and perceived control) in the predictor--outcome relationship, and examines this relationship from a comparative view of the role-prescribed and extra-role behaviours. Valid and reliable self-report and supervisory evaluation measures were administered to 282 nurses in Korea. The results indicate that LMX had a significantly greater effect on extra-role behaviours than on role-prescribed behaviours, and that perceived control mediated the relationship between LMX and extra-role behaviours. In terms of justice perceptions, there was no significant comparative effect on customer service behaviours. Furthermore, perceived competence mediated the relationship only between distributive justice and role-prescribed behaviours.

Date: 2011
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DOI: 10.1080/02642069.2011.559540

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