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Is empowerment really a contributory factor to service quality?

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  • Akiko Ueno

Abstract

This article investigates how empowerment of front-line staff affects service quality in mass and technological services. A questionnaire survey and in-depth interviews were conducted. Analysis of the questionnaire data revealed that although there was a moderate association between empowerment and service quality in mass services, the relationship was not statistically significant in technological services. The interview data explain these results and highlight important differences between mass and technological services, both in the type of staff and in the nature of tasks undertaken. Moreover, it was apparent that there were difficulties in implementing empowerment in mass services.

Suggested Citation

  • Akiko Ueno, 2008. "Is empowerment really a contributory factor to service quality?," The Service Industries Journal, Taylor & Francis Journals, vol. 28(9), pages 1321-1337, November.
    • Handle: RePEc:taf:servic:v:28:y:2008:i:9:p:1321-1337
    DOI: 10.1080/02642060802230262
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    Cited by:

    1. Lin, Meizhen & Wu, Xiaoyi & Ling, Qian, 2017. "Assessing the effectiveness of empowerment on service quality: A multi-level study of Chinese tourism firms," Tourism Management, Elsevier, vol. 61(C), pages 411-425.

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