Quality and empowerment programs: dual paths to customer satisfaction?

L. Gary Moore (National Semiconductor Corporation, Arlington, Texas, USA)
Willie E. Hopkins (College of Business, Department of Management, Colorado State University, Fort Collins, Colorado, USA)
Shirley A. Hopkins (Daniels College of Business, Department of Statistics and Operations Technology, University of Denver, Denver, Colorado, USA)

Managing Service Quality: An International Journal

ISSN: 0960-4529

Publication date: 1 April 1998


Members of the Original Equipment Manufacturer Group (OMEG) at National Semiconductor Corporation (NSC) were used to help answer the question of whether empowerment programs, independent of quality improvement programs such as total quality management (TQM), create customer satisfaction. Results of a customer satisfaction survey, administered to a sample of NSC customers prior to implementing an empowerment program and then again one year into the program, provided affirmative support for our research question. Finally, a conceptual model suggesting a process by which empowerment programs create customer satisfaction is proposed to provide direction for future research.



Gary Moore, L., Hopkins, W. and Hopkins, S. (1998), "Quality and empowerment programs: dual paths to customer satisfaction?", Managing Service Quality: An International Journal, Vol. 8 No. 2, pp. 133-141. https://doi.org/10.1108/09604529810206963

Download as .RIS




Copyright © 1998, MCB UP Limited

Please note you might not have access to this content

You may be able to access this content by login via Shibboleth, Open Athens or with your Emerald account.
If you would like to contact us about accessing this content, click the button and fill out the form.
To rent this content from Deepdyve, please click the button.