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Journal cover: Employee Relations

Employee Relations

ISSN: 0142-5455

Online from: 1979

Subject Area: Human Resource Management

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The antecedents of customer-contact employees’ empowerment


Document Information:
Title:The antecedents of customer-contact employees’ empowerment
Author(s):Yahya Melhem, (Business Administration Department, Yarmouk University, Irbid, Jordan)
Citation:Yahya Melhem, (2004) "The antecedents of customer-contact employees’ empowerment", Employee Relations, Vol. 26 Iss: 1, pp.72 - 93
Keywords:Banking, Customer service management, Empowerment, Services
Article type:Research paper
DOI:10.1108/01425450410506913 (Permanent URL)
Publisher:Emerald Group Publishing Limited
Abstract:Data from 517 service workers in 14 retail banks show positive and significant association between four empowerment antecedents (including trust, incentives, information and knowledge) and empowerment of customer-contact employees. Particularly, the findings in this research suggest that trust, communication, knowledge and skills of customer-contact employees may have a direct and strong impact on the empowerment of service employees. Empowerment antecedents (trust, incentives, communication, and knowledge) of customer-contact employees accounted for significant variation in the levels of empowerment among customer-contact employees in the banking industry. Implications for future research and for management practice are discussed.



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