Predicting psychological empowerment among service workers: The effect of support-based relationships

Human Relations

Volumn 52, Issue 2, 1999, Pages 205-224

  Corsun, David L ^b,c   Cathy A, Enz ^a  

^a WASHINGTON STATE UNIVERSITY   (United States)

^b Department of Obstetrics Gynecology   (United States)

^c WASHINGTON STATE UNIVERSITY   (United States)

Author keywords

Psychological empowerment; Service workers; Supportive relationships

Indexed keywords

EID: 0007212056     PISSN: 00187267     EISSN: None     Source Type: Journal    
DOI: 10.1023/A:1016984802948     Document Type: Article

References (57)

1. BANDURA, A. Social foundations of thought and action. Englewood Cliffs, NJ: Prentice-Hall, 1986.
2. BANDURA, A., ADAMS, N. E., & BEYER, J. Cognitive processes mediating behavioral change. Journal of Personality and Social Psychology, 1977, 35(3), 125-139.
3. BATEMAN, T. S., & ORGAN, D. W. Job satisfaction and the good soldier: The relationship between affect and employee "citizenship." Academy of Management Journal, 1983, 22, 783-792.
4. BELLAH, R. N., MADSEN, R., SULLIVAN, W. M., SWIDLER, A., & TIPTON, S. M. The good society. New York: Vintage Books, 1996.
5. BIGUS, O. E. The milkman and his customer: A cultivated relationship. Urban Life and Culture, 1972, 1, 131-165.
6. BIRAN, M., & WILSON, G. T. Treatment of phobic disorders using cognitive and exposure methods: A self-efficacy analysis. Journal of Consulting and Clinical Psychology, 1981, 49(6), 886-899.
7. BLOCK, P. The empowered manager: Positive political skills at work. San Francisco: Jossey-Bass, 1987.
8. BOWEN, D. E., & LAWLER, E. E., III. Total quality-oriented human resources management. Organizational Dynamics, 1992, 20(4), 29-41.
9. BOWEN, D. E., & SCHNEIDER, B. Boundary-spanning-role employees and the service encounter: Some guidelines for management and research. In J. A. Czepiel, M. R. Solomon, and C. E Surprenant (Eds.), The service encounter: Managing employee/customer interaction in service businesses. Lexington, MA: D.C. Heath and Company, 1985, pp. 127-147.
10. BRAVERMAN, H. Labor and monopoly capital: The degradation of work in the twentieth century. New York: Monthly Review Press, 1974.
11. BRECHER, J. Uncovering the hidden history of the American workplace. The Review of Radical Political Economics, 1978, 10, 1-23.
12. BRIEF, A. P., & MOTOWIDLO, S. J. Prosocial organizational behaviors. Academy of Management Review, 1986, 11(4), 710-725.
13. CARLZON, J. Moments of truth. Cambridge, MA: Ballinger Publishing Co., 1987.
14. CONGER, J. A., & KANUNGO, R. N. The empowerment process: Integrating theory and practice. Academy of Management Review, 1988, 13(3), 471-482.
15. CRAMPTON, S. M., & WAGNER, J. A., III. Percept-percept inflation in microorganizational research: An investigation of prevalence and effect. Journal of Applied Psychology, 1994, 79, 67-76.
16. DOVIDIO, J. F. Helping behavior and altruism: An empirical and conceptual overview. In (Eds.), Advances in experimental social psychology (Vol. 17). New York: Academic Press, 1984, pp. 361-427.
17. EDEN, D., & RAVID, G. Pygmalion versus self-expectancy: Effects of instructor-and self-expectancy on trainee performance. Organizational Behavior and Human Performance, 1982, 30, 351-364.
18. EDEN, D., & SHANI, A. B. Pygmalion goes to boot camp: Expectancy, leadership, and trainee performance. Journal of Applied Psychology, 1982, 67(2), 194-199.
19. ENZ, C. A. Power and shared values in the corporate culture. Ann Arbor, MI: UMI Research Press, 1986.
20. FULFORD, M. D., & ENZ, C. A. The impact of empowerment on service employees. Journal of Managerial Issues, 1995, 7(2), 161-175.
21. GIST M. E. Self-efficacy: Implications for organizational behavior and human resource management. Academy of Management Review, 1987, 12, 472-485.
22. GRENNY, J. A culture of commitment. Executive Excellence, 1993, 10(2), 16.
23. HACKMAN, J. R., & OLDHAM, G. R. Work redesign. Reading, MA: Addison-Wesley, 1980.
24. HARMAN, H. H. Modern factor analysis. Chicago: University of Chicago Press, 1967.
25. HARTLINE, M. D., & FERRELL, O. C. The management of customer-contact service employees: An empirical investigation. Journal of Marketing, 1996, 60, 52-70.
26. HARVEY, J. B. The Abilene paradox. Lexington, MA: Lexington Books, 1988.
27. HOCHSCHILD, A. R. The managed heart. Berkeley and Los Angeles: University of California Press, 1983.
28. JONES, E. E. Interpersonal perception. New York: W. H. Freeman and Company, 1990.
29. KATZ, D., & KAHN, R. L. The social psychology of organizations (2nd ed.). New York: Wiley, 1978.
30. KELLER, T., & DANSEREAU, F. Leadership and empowerment: A social exchange perspective. Human Relations, 1995, 48(2), 127-146.
31. KIPNIS, D. Technology, power, and control. Research in the Sociology of Organizations, 1984, 3, 125-156.
32. LAWLER, E. E. The ultimate advantage. San Francisco: Jossey-Bass, 1992.
33. LOCKE, E. A., SCHWEIGER, D. M., & LATHAM, G. P. Participation in decision making: When should it be used? Organizational Dynamics, 1986, 14(3), 65-79.
34. LUKES, S. Power: A radical view. London: MacMillan.
35. MARS, G., & NICOD, M. The world of waiters. London: George Allen & Unwin, 1984.
36. MARX, K. Economic and philosophic manuscripts of 1844. New York: International Publishers, 1964.
37. MELOHN, T. The new partnership. New York: Wiley & Sons, 1994.
38. ORGAN, D. W., & BATEMAN, T. S. Organizational behavior (4th ed.). Homewood, IL and Boston: Irwin, 1991.
39. OUCHI, W. G. The relationship between organizational structure and organizational control. Administrative Science Quarterly, 1977, 22, 95-113.
40. OUCHI, W. G. Markets, bureaucracies, and clans. Administrative Science Quarterly, 1980, 25, 129-141.
41. PARKER, L. E., & PRICE, R. H. Empowered managers and empowered workers: The effects of managerial support and managerial perceived control on workers' sense of control over decision making. Human Relations, 1994, 47(8), 911-928.
42. PFEFFER, J. Competitive advantage through people: Unleashing the power of the work force. Boston: Harvard Business School Press, 1994.
43. PODSAKOFF, P. M., TODOR, W. D., GROVER, R. A., & HUBER, V. L. Situational moderators of leader reward and punishment behaviors: Fact or fiction? Organizational Behavior and Human Performance, 1984, 34, 21-63.
44. QUINN, R. E., & SPREITZER, G. M. The road to empowerment: Seven questions every leader should consider. Organizational Dynamics, 1997, 26, 37-49.
45. RAFAELI, A., & SUTTON, R. I. Busy stores and demanding customers: How do they affect the display of positive emotion? Academy of Management Journal, 1990, 33(3), 623-637.
46. RYAN, K. D. & OESTREICH, D. K. Driving fear out of the workplace, San Francisco: Jossey-Bass Publishers, 1991.
47. SCHNEIDER, B., GUNNARSON, S. K., & NILES-JOLLY, K. Creating the climate and culture of success. Organizational Dynamics, 1994, 23(1), 17-29.
48. SCRIESHEIM, C. A. The similarity of individual directed and group directed leader behavior descriptions. Academy of Management Journal, 1979, 22(2), 345-355.
49. SPARROWE, R. T. Empowerment in the hospitality industry: An exploration of antecedents and outcomes. Hospitality Research Journal, 1994, 17(3), 51-73.
50. SPARROWE, R. T. The effects of organizational culture and leader-member exchange on employee empowerment in the hospitality industry. Hospitality Research Journal, 1995, 18(3), 95-109.
51. SPECTOR, P. E. Method variance as an artifact in self-reported affect and perceptions at work: Myth or significant problem? Journal of Applied Psychology, 1987, 72(3), 438-443.
52. SPREITZER, G. M. When Organizations Dare: The Dynamics of Individual Empowerment in the Workplace. Unpublished doctoral dissertation, University of Michigan, 1992.
53. SPREITZER, G. M. Psychological empowerment in the workplace: Dimensions, measurement, and validation. Academy of Management Journal, 1995, 38(5), 1442-1465.
54. SPREITZER, G. M. Social structural characteristics of psychological empowerment. Academy of Management Journal, 1996, 35(2), 483-504.
55. THOMAS, K. W., & VELTHOUSE, B. A. Cognitive elements of empowerment: An "interpretive" model of intrinsic task motivation. Academy of Management Review, 1990, 15(4), 666-681.
56. VAN DYNE, L., GRAHAM, J. W., & DIENESCH, R. M. Organizational citizenship behavior: Construct redefinition, measurement, and validation. Academy of Management Journal, 1994, 37(4), 765-802.
57. WHYTE, W. F. Human relations in the restaurant industry. New York: McGraw Hill Book Co., 1946.