The antecedents of customer‐contact employees’ empowerment

By Yahya S. Melhem. 2004

133 citations recorded by the source corpus.

Subfields: Management Information Systems, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/ebb728781141bbd08fc27b333fa97a6d4ad3c46b

How researchers see this paper

The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.

In Management Information Systems

1. K. Baird
2. Galen T. Trail
3. Haiyin Wang
4. C. Robert
5. May Kim
6. Steffen Raub

In Organizational Behavior and Human Resource Management

1. Yukyoum Kim
2. Galen T. Trail
3. May Kim
4. Hyung-Min Choi
5. K. Baird
6. Heerae Kang
7. Haiyin Wang
8. Yuan Li

Citations in the corpus

• Empowerment, Organizational Commitment, and Voice Behavior in the Hospitality Industry (2013, background): “Service industry practitioners have come to view empowerment as a way to improve operations and increase profit (Biron and Bamberger 2007, 2010; Lashley 1995, 1999; Meihem 2004; Rafiq and Ahmed 1998; Ueno 2008).”
• How to fuel employees’ prosocial behavior in the hotel service encounter (2020, background): “Employees who have clear role expectations are likely to demonstrate helping behavior (Bettencourt and Brown, 2003), and knowledge of job is one of the critical conditions of employee empowerment as it increases employees’ confidence level when they make decisions to serve customers (Melhem, 2004).”
• The role of psychological contract in intention to continue volunteering. (2009, background): “, work/task competence or work/task self-efficacy) can motivate and empower the employee to perform well and enjoy the work (Meihem, 2004; White, 1956).”
• A model of volunteer retention in youth sport. (2007, background): “The competencies of employees, including knowledge, skill, and expertise, tend to increase self-efficacy toward the task or job (Spreitzer, 1995; Thomas & Velthouse, 1990) and eventually empower employees (Meihem, 2004).”
• Employee empowerment: extent of adoption and influential factors (2010, background): “The cohesiveness of teams facilitates the communication and information sharing required for participation in the decision making process ( Melhem, 2004”