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| Author: | Goodale, J. C. Koerner, M. Roney, J. |
| Title: | Analyzing The Impact of Service Provider Empowerment on Perceptions of Service Quality Inside an Organization |
| Journal: | Journal of Quality Management
1997 : Vol. 2:2, p. 191-215 |
| Index terms: | QUALITY CONTROL SERVICE SERVICE MARKETING |
| Language: | eng |
| Abstract: | The purpose of the project was to analyze the perceptual linkages between empowerment and employees' perceptions of the service quality that they are able to provide for the organization. The service quality and empowerment literature are reviewed and connected in order to establish propositions about the relationship. The service quality literature also suggests that several other variables may influence service quality and these are included in the investigation. A survey was administrated to individuals employed in customer service positions in a catalog operation of a large retailer located in a major western city. |
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