A contingency model for empowering customer-contact services employees

Management Decision

Volumn 36, Issue 10, 1998, Pages 686-693

  Rafiq, Mohammed ^a   Ahmed, Pervaiz K ^b  

^a LOUGHBOROUGH UNIVERSITY   (United Kingdom)

^b BRADFORD UNIVERSITY SCHOOL OF MANAGEMENT   (United Kingdom)

Author keywords

Customer care; Employees; Empowerment; Models

Indexed keywords

EID: 84986134844     PISSN: 00251747     EISSN: None     Source Type: Journal    
DOI: 10.1108/00251749810245345     Document Type: Article

References (31)

1. Berry, L.L. (1981), “The employee as customer”, Journal of Retail Banking, Vol. 3, March, pp. 25-8.
2. Berry, L.L. (1995), On Great Service, The Free Press, New York, NY.
3. Berry, L.L. and Parasuraman, A. (1991), Marketing Services: Competing through Quality, The Free Press, New York, NY.
4. Bowen, D.E. and Lawler, E.E. III (1992), “The empowerment of service workers: what, why, when, and how”, Sloan Management Review, Spring, pp. 31-9.
5. Bowen, D.E. and Schneider, B. (1993), “The service organization: human resources management is crucial”, Organizational Dynamics, Spring, pp. 39-52.
6. Brown, S.P. and Peterson, R.A. (1993), “Antecedents and consequences of salesperson job satisfaction: meta-analysis and causal effects”, Journal of Marketing Research, Vol. 30, February, pp. 63-77.
7. Chase, R.B. (1981), “The customer contact approach to services: theoretical bases and practical extensions”, Operations Research, Vol. 29, pp. 698-706.
8. Conger, J.A. and Kanungo, R.N. (1988), “The empowerment process: integrating theory and practice”, Academy of Management Review, Vol. 13, July, pp. 471-82.
9. George, W.R. (1990), “Internal marketing and organizational behavior: a partnership in developing customer-conscious employees at every level”, Journal of Business Research, Vol. 20, pp. 63-70.
10. Gist, M.E. and Mitchell, T.R. (1992), “Self-efficacy: a theoretical analysis of its determinants and malleability”, Academy of Management Review, Vol. 17, April, pp. 183-211.
11. Grönroos, C. (1981), “Internal marketing - an integral part of marketing theory”, in Donnelly, J.H. and George, W.E. (Eds), Marketing of Services, American Marketing Association Proceedings Series, pp. 236-8.
12. Grönroos, C. (1990), “Service management: a management focus for service competition”, International Journal of Service Industry Management, Vol. 1 No. 1, pp. 6-14.
13. Hart, C.W.L., Heskett, J.L. and Sasser, W.E. (1990), “The profitable art of service recovery”, Harvard Business Review, Vol. 68 No. 3, July-August, pp. 148-56.
14. Hartline, M.D. and Ferrell, O.C. (1996), “The management of customer contact service employees: an empirical investigation”, Journal of Marketing, Vol. 60, October, pp. 52-70.
15. Jones, P. (Ed.) (1989), Management in Service Industries, Pitman, London.
16. Kelley, S.W. (1993), “Discretion and the service employee”, Journal of Retailing, Vol. 69 No. 1, Spring, pp. 104-26.
17. Levitt, T. (1972), “Production line approach to service”, Harvard Business Review, September-October, pp. 41-52.
18. Levitt, T. (1976), “The industrialization of service”, Harvard Business Review, Vol. 54, September/October, pp. 63-74.
19. Lovelock, C.H. (1983), “Classifying services to gain strategic marketing insights”, Journal of Marketing, Vol. 47, Summer, pp. 9-20.
20. Mills, P.K. (1985), “The control mechanisms of employees at the encounter of service organizations”, in Czepiel et al. (Eds), The Service Encounter, Lexington Books, Lexington, MA.
21. Niehoff, B.P., Enz, C.A. and Grover, R.A. (1990), “The impact of top management actions on employee attitudes and perceptions”, Group & Organization Studies, Vol. 15, September, pp. 337-52.
22. Piercy, N. and Morgan, N. (1991), “Internal marketing the missing half of the marketing programme”, Long Range Planning, Vol. 24 No. 2, pp. 82-93.
23. Schlessinger, L.A. and Heskett, J.L. (1991), “Breaking the cycle of failure in services”, Sloan Management Review, pp. 17-28.
24. Scott, S.G. and Bruce, R.A. (1994), “Determinants of innovative behavior: a path model of individual innovation in the workplace”, Academy of Management Journal, Vol. 37, June, pp. 580-607.
25. Singh, J. (1993), “Boundary role ambiguity: facets, determinants, and impacts”, Journal of Marketing, Vol. 57, April, pp. 11-31.
26. Smith, R.A. and Houston, M.J. (1983), “Script -based evaluation of satisfaction with services”, in Berry, L.L.et al. (Eds), Emerging Perspectives on Services Marketing, American Marketing Association, Chicago, IL.
27. Spiro, R.L. and Weitz, B.A. (1990), “Adaptive selling: conceptualization, measurement, and nomological validity”, Journal of Marketing Research, Vol. 27, February, pp. 61-9.
28. Surprenant, C.F. and Solomon, M.R. (1987), “Predictability and personalization in the service encounter”, Journal of Marketing, Vol. 51, April, pp. 86-96.
29. Westman, M. (1992), “Moderating effect of decision latitude on stress-strain relationship: does organizational level matter?”, Journal of Organizational Behavior, Vol. 13, December, pp. 713-22.
30. Willman, P. (1989), “Human resource management in the service sector”, in Jones, P. (Ed.), Management in Service Industries, Pitman, London, Ch. 14, pp. 209-22.
31. Zeithaml, V.A., Berry, L.L. and Parasuraman, A. (1988), “Communication and control processes in the delivery of service quality”, Journal of Marketing, Vol. 52, April, pp. 35-48.