Is empowerment really a contributory factor to service quality?

Article


Ueno, A. 2008. Is empowerment really a contributory factor to service quality? The Service Industries Journal. 28 (9), pp. 1321-1337. https://doi.org/10.1080/02642060802230262
TypeArticle
TitleIs empowerment really a contributory factor to service quality?
AuthorsUeno, A.
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.

Keywordsempowerment; service quality; mass services; technological services
Sustainable Development Goals3 Good health and well-being
Middlesex University ThemeHealth & Wellbeing
LanguageEnglish
PublisherTaylor and Francis
JournalThe Service Industries Journal
ISSN0264-2069
Electronic1743-9507
Publication dates
Print01 Nov 2008
Online05 Dec 2008
Publication process dates
Deposited31 Aug 2022
Accepted01 Feb 2007
Output statusPublished
Accepted author manuscript
License
Digital Object Identifier (DOI)https://doi.org/10.1080/02642060802230262
Web of Science identifierWOS:000261415900009
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