The antecedents of customer‐contact employees’ empowerment

Abstract

Data from 517 service workers in 14 retail banks show positive and significant association between four empowerment antecedents (including trust, incentives, information and knowledge) and empowerment of customer‐contact employees. Particularly, the findings in this research suggest that trust, communication, knowledge and skills of customer‐contact employees may have a direct and strong impact on the empowerment of service employees. Empowerment antecedents (trust, incentives, communication, and knowledge) of customer‐contact employees accounted for significant variation in the levels of empowerment among customer‐contact employees in the banking industry. Implications for future research and for management practice are discussed.

Citation

Melhem, Y. (2004), "The antecedents of customer‐contact employees’ empowerment", Employee Relations, Vol. 26 No. 1, pp. 72-93. https://doi.org/10.1108/01425450410506913