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
Type | Article |
---|---|
Title | Is empowerment really a contributory factor to service quality? |
Authors | Ueno, 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. |
Keywords | empowerment; service quality; mass services; technological services |
Sustainable Development Goals | 3 Good health and well-being |
Middlesex University Theme | Health & Wellbeing |
Publisher | Taylor and Francis |
Journal | The Service Industries Journal |
ISSN | 0264-2069 |
Electronic | 1743-9507 |
Publication dates | |
01 Nov 2008 | |
Online | 05 Dec 2008 |
Publication process dates | |
Deposited | 31 Aug 2022 |
Accepted | 01 Feb 2007 |
Output status | Published |
Accepted author manuscript | License |
Digital Object Identifier (DOI) | https://doi.org/10.1080/02642060802230262 |
Web of Science identifier | WOS:000261415900009 |
Language | English |
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