Please use this identifier to cite or link to this item: http://hdl.handle.net/10397/6000
Title: The trade-off of servicing empowerment on employees’ service performance : examining the underlying motivation and workload mechanisms
Authors: Chan, KW 
Lam, W 
Keywords: Agency theory
Servicing empowerment
Task motivation and perceived workload
Customer complaint handling
Organizational citizenship behaviors toward customers
Performance appraisal
Principal-agent service goal congruence
Issue Date: Aug-2011
Publisher: Springer
Source: Journal of academy of marketing science, Aug. 2011, v. 39, no. 4, p. 609-628 How to cite?
Journal: Journal of academy of marketing science 
Abstract: Literature on empowerment as an internal marketing practice primarily documents positive effects on employees’ job performance, though increasing evidence suggests conflicting viewpoints. This study adopts an agency theoretical perspective to propose a workload mechanism, according to which the delegation of power from supervisors (principals) to service employees (agents) (i.e., servicing empowerment) is costly to employees and increases their perceived workload, which hampers their performance to serve customers. Using a laboratory experiment and a survey, this research reveals that the perceived workload and extant motivational mechanisms have conflicting effects on employees’ service performance. The former exerts a significant negative impact on tasks that involve conflicting principal-agent interests (e.g., handling customer complaints) but not on tasks with aligned principal-agent interests (e.g., organizational citizenship behaviors). Two control systems, performance appraisal (accurate and infrequent feedback) and principal-agent service goal congruence, mitigate the dysfunctional effect of perceived workload on employees’ service performance.
URI: http://hdl.handle.net/10397/6000
ISSN: 0092-0703 (print)
1552-7824 (online)
DOI: 10.1007/s11747-011-0250-9
Rights: © Academy of Marketing Science 2011
"Chan, K. W., & Lam, W. (2011). The trade-off of servicing empowerment on employees’ service performance: examining the underlying motivation and workload mechanisms. Journal of the Academy of Marketing Science, 39(4), 609-628." is available online at http://dx.doi.org/10.1007/s11747-011-0250-9. The final publication is available at link.springer.com.
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