IDEAS home Printed from https://ideas.repec.org/a/sae/globus/v17y2016i1p38-50.html
   My bibliography  Save this article

A Study on the Effect of Empowerment on Customer Orientation of Employees

Author

Listed:
  • Hamidreza Khalili
  • Ardalan Sameti
  • Hassan Sheybani

Abstract

Over the recent years, managers have used empowerment as a practical tool to motivate their employees to demonstrate their talents, intentions and generally to achieve better results. Today, organizations have targets, and they use empowerment to achieve some of their most important targets, such as customer attraction and retention. The present article intends to study the effect of empowerment on customer orientation. The data were collected from the sample by using questionnaires. The sample consists of 176 staff members from Bank Sepah, who were selected randomly. The findings have been obtained through statistical analysis in SPSS using Spearman correlation test, regression analysis and path analysis. The findings indicated that there is a positive and significant relationship between all the components of managerial and psychological empowerment and customer orientation of employees in Bank Sepah, in the west Tehran branches.

Suggested Citation

  • Hamidreza Khalili & Ardalan Sameti & Hassan Sheybani, 2016. "A Study on the Effect of Empowerment on Customer Orientation of Employees," Global Business Review, International Management Institute, vol. 17(1), pages 38-50, February.
    • Handle: RePEc:sae:globus:v:17:y:2016:i:1:p:38-50
    DOI: 10.1177/0972150915610674
    as

    Download full text from publisher

    File URL: https://journals.sagepub.com/doi/10.1177/0972150915610674
    Download Restriction: no
    File URL: https://libkey.io/10.1177/0972150915610674?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. Johnson, Michael D. & Nader, Georg & Fornell, Claes, 1996. "Expectations, perceived performance, and customer satisfaction for a complex service: The case of bank loans," Journal of Economic Psychology, Elsevier, vol. 17(2), pages 163-182, April.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Youngsam Cho & Yongduk Choi, 2021. "When and How Does Sustainable HRM Improve Customer Orientation of Frontline Employees? Satisfaction, Empowerment, and Communication," Sustainability, MDPI, vol. 13(7), pages 1-14, March.
    2. Rabindra Kumar Pradhan & Madhusmita Panda, 2021. "Human Resource Empowerment: Development and Validation of a Measurement Tool," Global Business Review, International Management Institute, vol. 22(4), pages 1019-1037, August.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Santiago Carbó‐Valverde & Pedro J. Cuadros‐Solas & Francisco Rodríguez‐Fernández & José Juan Sánchez‐Béjar, 2024. "Digital innovation and de‐branching in the banking industry: Customer perception and satisfaction," Global Policy, London School of Economics and Political Science, vol. 15(S1), pages 8-20, March.
    2. Natalia V. Koshel, 2018. "More than Supervision: Identifying Opportunistic Bank Behavior through Marketing Tools," European Research Studies Journal, European Research Studies Journal, vol. 0(Special 2), pages 144-157.
    3. Blane D. Lewis & Daan Pattinasarany, 2009. "Determining Citizen Satisfaction with Local Public Education in Indonesia: The Significance of Actual Service Quality and Governance Conditions," Growth and Change, Wiley Blackwell, vol. 40(1), pages 85-115, March.
    4. Kåre Sandvik & Kjell Grønhaug, 2007. "How Well Does the Firm Know its Customers? The Moderating Effect of Market Orientation in the Hospitality Industry," Tourism Economics, , vol. 13(1), pages 5-23, March.
    5. Kareem Abdul, Waheed & Gaur, Sanjaya S. & Peñaloza, Lisa N., 2012. "The determinants of customer trust in buyer–seller relationships: An empirical investigation in rural India," Australasian marketing journal, Elsevier, vol. 20(4), pages 303-313.
    6. Say-Wah Lee & Chuen-Wah Seow & Ke Xue, 2021. "Residents’ Sustainable City Evaluation, Satisfaction and Loyalty: Integrating Importance-Performance Analysis and Structural Equation Modelling," Sustainability, MDPI, vol. 13(12), pages 1-14, June.
    7. De Caigny, Arno & Coussement, Kristof & De Bock, Koen W., 2018. "A new hybrid classification algorithm for customer churn prediction based on logistic regression and decision trees," European Journal of Operational Research, Elsevier, vol. 269(2), pages 760-772.
    8. Iman Abdel Hamid Hasanin, 2020. "Investigating the Relationship Between Corporate Entrepreneurship and Customer Loyalty with Customer Satisfaction Mediating Role," International Journal of Marketing Studies, Canadian Center of Science and Education, vol. 10(4), pages 1-94, March.
    9. Arbore, Alessandro & Busacca, Bruno, 2009. "Customer satisfaction and dissatisfaction in retail banking: Exploring the asymmetric impact of attribute performances," Journal of Retailing and Consumer Services, Elsevier, vol. 16(4), pages 271-280.
    10. ALTAF Mohsin & REHMAN Ahmad & ALI Ahmed, 2012. "Determinants Of Customer Switching Behavior In Banking Sector," Studies in Business and Economics, Lucian Blaga University of Sibiu, Faculty of Economic Sciences, vol. 7(2), pages 20-34, August.
    11. Andreas Herrmann & Frank Huber & Martin Wricke, 1999. "Die Herausbildung von Zufriedenheits-urteilen bei Alternativenbetrachtung," Schmalenbach Journal of Business Research, Springer, vol. 51(7), pages 677-692, July.
    12. Canon Tong & Anthony Wong & Steven Leung, 2013. "The Mediating Effects of Service Charge Transparency on the Relationship between Corporate Social Responsibility and Customer Behaviour in Hong Kong¡¯s Retail Banking Sector," Business and Economic Research, Macrothink Institute, vol. 3(1), pages 56-88, June.
    13. Lecuyer, Charlotte & Capelli, Sonia & Sabadie, William, 2021. "Consumers’ implicit attitudes toward corporate social responsibility and corporate abilities: Examining the influence of bank governance using the implicit association test," Journal of Retailing and Consumer Services, Elsevier, vol. 61(C).
    14. Deichmann, Uwe & Lall, Somik V., 2007. "Citizen Feedback and Delivery of Urban Services," World Development, Elsevier, vol. 35(4), pages 649-662, April.
    15. Pradeep Kumar Mohanty & N. Senthil Kumar, 2017. "Measuring farmer’s satisfaction and brand loyalty toward Indian fertilizer brands using DEA," Journal of Brand Management, Palgrave Macmillan, vol. 24(5), pages 467-488, October.
    16. Apanasevic, Tatjana & Markendahl, Jan & Arvidsson, Niklas, 2013. "An exploratory study of consumer attitudes towards mobile ticketing in Sweden," 24th European Regional ITS Conference, Florence 2013 88466, International Telecommunications Society (ITS).

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:sae:globus:v:17:y:2016:i:1:p:38-50. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: SAGE Publications (email available below). General contact details of provider: http://www.imi.edu/ .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.