Assessing the effectiveness of empowerment on service quality: A multi-level study of Chinese tourism firms
Assessing the effectiveness of empowerment on service quality: A multi-level study of Chinese tourism firms
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评估服务质量赋权的有效性：对中国旅游企业的多层次研究
DOI：
10.1016/j.tourman.2017.03.001
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发表时间：
2017-08
影响因子：
12.7
通讯作者：
Ling Qian
中科院分区：
文献类型：
--
作者：
Lin Meizhen;Wu Xiaoyi;Ling Qian
本研究旨在探讨组织、部门与个人三个层面的授权之间的关系，以及其对第一线员工服务品质的连锁效应。根据来自53家中国酒店和旅游企业123个部门的1566对员工与主管的数据，结果揭示了三个层面的赋权级联机制。组织授权氛围通过部门心理授权影响员工的心理授权，部门心理授权通过个人心理授权影响员工的服务质量。跨水平调节分析表明，只有在组织授权氛围和基于服务行为的评价水平较高的情况下，员工的心理授权才对服务质量产生正向影响。为了回应组织中授权计划的优点的争论，本研究支持级联的有用性，授权的权变模型，并展示了如何以及何时跨三个层次的授权影响一线员工的服务质量的充分描绘。
This study tests relationships among three levels of empowerment—organizational, departmental, and individual—and simultaneously their cascading effects on frontline employees' service quality. Drawing on data from 1566 employee-supervisor pairs from 123 departments in 53 Chinese hospitality and tourism enterprises, results reveal a cascading mechanism across three levels of empowerment. Organizational empowerment climate influences employees' psychological empowerment through department psychological empowerment, and department psychological empowerment influences employees' service quality through individual psychological empowerment. Cross-level moderation analysis suggests that only within a high degree of organizational empowerment climate and service behavior-based evaluation does employees' psychological empowerment have positive effects on service quality. In response to the debate on the merits of empowerment programs in organizations, this study supports the usefulness of a cascading, contingency model of empowerment, and demonstrates full delineation of how and when empowerment across three levels influence frontline employees’ service quality.
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影响因子：
7.6
作者：
BARON, RM;KENNY, DA
通讯作者：
KENNY, DA
DOI：
10.1111/1464-0597.00052
发表时间：
2001
期刊：
Applied Psychology
影响因子：
--
作者：
S. Menon
通讯作者：
S. Menon
影响因子：
13.5
作者：
Maynard, M. Travis;Gilson, Lucy L.;Mathieu, John E.
通讯作者：
Mathieu, John E.
影响因子：
12.9
作者：
Hartline, MD;Ferrell, OC
通讯作者：
Ferrell, OC
影响因子：
3.1
作者：
M. McCrimmon
通讯作者：
M. McCrimmon