Empowerment and Service Quality: The Sequential Mediating Effects of Affective Commitment and Work Centrality

Cai, W.J.; Loon, Mark and Chan, C.K.T. (2016) Empowerment and Service Quality: The Sequential Mediating Effects of Affective Commitment and Work Centrality. In: UNSPECIFIED.

View this record at http://eprints.worc.ac.uk/5073/

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
Keywords: AS Academies and learned societies (General), H Social Sciences (General), HD28 Management. Industrial Management
Members: University of Worcester
Depositing User: ULCC Admin
Date Deposited: 15 Nov 2016 04:30
Last Modified: 15 Nov 2016 04:30
URI: http://collections.crest.ac.uk/id/eprint/14327

Actions (login required)

Edit Item Edit Item