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| Author: | Pecgei, R. Rosenthal, P. |
| Title: | Delivering customer-oriented behaviour through empowerment: An empirical test of HRM assumptions |
| Journal: | Journal of Management Studies
2001 : SEP, VOL. 38:6, p. 831-858 |
| Index terms: | EMPOWERMENT HUMAN RESOURCE MANAGEMENT HUMAN CAPITAL |
| Language: | eng |
| Abstract: | Organizational initiatives to strengthen customer orientation among front-line service workers abound, and have led many commentators to speak of the reconstitution of service work. These interventions rest on managers' assumptions about what engenders the desired customer- oriented behaviours among employees. The authors evaluate those assumptions in the context of a major change initiative in a supermarket firm. The logic of the programme mirrors key precepts in the contemporary management literature. These are that management behaviour, job design and values-based training can produce a sense of empowerment among employees, and that empowerment will generate prosocial customer- oriented behaviour. Using data from a large scale employee survey, the authors test the validity of those assumptions. |
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