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| Author: | Nielsen, J.F. Pedersen, C.P. |
| Title: | The consequences and limits of empowerment in financial services |
| Journal: | Scandinavian Journal of Management
2003 : MAR, VOL. 19:1, p. 63-83 |
| Index terms: | Financial services Empowerment Employees Work Service Quality Denmark Scandinavia Nordic countries |
| Language: | eng |
| Abstract: | Empowerment (hereafter as: emp.) may be one of the answers to the growing competition and increasingly demanding customers in the financial retail sector. This article offers a comparative empirical analysis of the conditions and impact of emp. and related activities in Danish financial institutions, with a focus on semi-standardized front-line (here as: f-l.) jobs. The results indicate that granting decision-making authority and autonomy to the individual f-l. employees has often been a powerful step in the efforts of the financial service companies to increase their competitiveness. In the change process, formal participation has only a moderate supportive impact on performance while changes initiated at the branch offices and the linking of rewards with performance, both have a notably positive impact on the competitiveness and profit-oriented behaviour of f-l. employees. |
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