A Study on the Impact of Employee Empowerment to Customer Satisfaction

Topics: Maslow's hierarchy of needs, Management, Ship Pages: 1 (257 words) Published: March 20, 2009
Employee Satisfaction on Cruise Ship

The concept of job satisfaction is one of the most extensively researched area in organisational management as a consequence of its association with individual and organizational outcomes. In order to explain the concept, the study explores traditional, e.g. Maslow’s „hierarchy of needs”, and new theories of job satisfaction. Although many studies were conducted in various industries there seems to be a lack of research amongst seafarers on cruise ships. Satisfaction reflects with the kind of motivational factors the company is doing. From the top level management to the lower level.They should give importance to the employees who contributed the company's success. Employees are said to be the asset of the company.Specifically, role ambiguity emerges as the most influential variable in the employee-role interface, and employee adaptability is a highly determining factor for the delivery of effective role-prescribed and extra-role performances. Implications for the management of customer-contact service employees and directions for further research are discussed.The data were collected in six branches of the same bank in a major North American city. Results reveal that empowerment is a very efficacious managerial control.A pilot study was conducted to test a hierarchical model in which empowerment of contact personnel is presented as an antecedent condition to role conflict, role ambiguity, adaptability, self-efficacy, and job satisfaction. The latter are, in turn, presented as antecedents to helping behaviors directed at customers. The model is structured on three interfaces: employee-manager, employee-role, and employee-customer
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