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Empowerment and service quality: the sequential mediating effects of affective commitment and work centrality

Cai, W.J, Loon, M and Chan, C.K.T (2016) Empowerment and service quality: the sequential mediating effects of affective commitment and work centrality. In: 38th International Business Research Conference, Sydney, Australia, 21 – 23 November 2016.

Abstract

Purpose: The purpose of this study is to gain a better understanding of how empowerment can improve the performance of service employees by examining the influence of two mediators; namely, affective commitment to the organisation and work centrality. Design/methodology/approach: A two-step causal chain (sequential mediation) is proposed and tested on a sample of 86 property managers in Hong Kong. Findings: The findings show that the indirect effect of empowerment on service quality via affective commitment is not significant and that the indirect effect of empowerment on service quality via work centrality is not significant. However, the indirect effect of empowerment on service quality via affective commitment followed by work centrality is significant. Furthermore, the direct effect of empowerment on service quality is greater than its total indirect effects via affective commitment and work centrality. Research implications: The findings indicate that empowerment not only has a strong impact on the job performance of the sample of property managers in Hong Kong but also has a profound psychological impact on them. Practical implications: This finding highlights the need for organisations to design jobs and create cultures that empower their members. Originality/value: Numerous studies over the last few decades have shown that psychological empowerment drives employee performance. Furthermore, although several mediators of the empowerment-performance relationship have been examined, whether or not work centrality mediates the empowerment-performance relationship has not been considered.

Item Type: Conference or Workshop Item (Paper)
Keywords: empowerment, service employees, service quality, employee performance, business research
Divisions: College of Liberal Arts
Date Deposited: 16 Jun 2017 16:43
Last Modified: 16 Jun 2017 16:43
URI: http://researchspace.bathspa.ac.uk/id/eprint/9666
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