Predicting Psychological Empowerment Among Service Workers: The Effect of Support-Based Relationships
Human Relations · 1999 · Volume 52 · Issue 2
DOI: 10.1177/001872679905200202
Abstract
Data from 292 service workers in 21 private clubs show that supportive peer and customer relationships are predictive of higher levels of employee experienced empowerment. Both organizational and employee-customer relationships accounted for significant variation in the dimensions of empowerment: meaningfulness, influence, and self-efficacy. Peer helping and supportive customer relationships were the two most influential predictors of all three empowerment dimensions. Implications for future research and for management practice are discussed.
Keywords
psychological empowerment, service workers, supportive relationships
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