Please use this identifier to cite or link to this item:
http://hdl.handle.net/10397/6000
DC Field | Value | Language |
---|---|---|
dc.contributor | Department of Management and Marketing | - |
dc.creator | Chan, KW | - |
dc.creator | Lam, W | - |
dc.date.accessioned | 2014-12-11T08:23:36Z | - |
dc.date.available | 2014-12-11T08:23:36Z | - |
dc.identifier.issn | 0092-0703 | - |
dc.identifier.uri | http://hdl.handle.net/10397/6000 | - |
dc.language.iso | en | en_US |
dc.publisher | Springer | en_US |
dc.rights | © Academy of Marketing Science 2011 | en_US |
dc.rights | "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. | en_US |
dc.subject | Agency theory | en_US |
dc.subject | Servicing empowerment | en_US |
dc.subject | Task motivation and perceived workload | en_US |
dc.subject | Customer complaint handling | en_US |
dc.subject | Organizational citizenship behaviors toward customers | en_US |
dc.subject | Performance appraisal | en_US |
dc.subject | Principal-agent service goal congruence | en_US |
dc.title | The trade-off of servicing empowerment on employees’ service performance : examining the underlying motivation and workload mechanisms | en_US |
dc.type | Journal/Magazine Article | en_US |
dc.identifier.spage | 609 | - |
dc.identifier.epage | 628 | - |
dc.identifier.volume | 39 | - |
dc.identifier.issue | 4 | - |
dc.identifier.doi | 10.1007/s11747-011-0250-9 | - |
dcterms.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. | - |
dcterms.accessRights | open access | en_US |
dcterms.bibliographicCitation | Journal of the Academy of Marketing Science, Aug. 2011, v. 39, no. 4, p. 609-628 | - |
dcterms.isPartOf | Journal of the Academy of Marketing Science | - |
dcterms.issued | 2011-08 | - |
dc.identifier.isi | WOS:000293710600009 | - |
dc.identifier.scopus | 2-s2.0-79961209370 | - |
dc.identifier.eissn | 1552-7824 | - |
dc.identifier.rosgroupid | r59202 | - |
dc.description.ros | 2011-2012 > Academic research: refereed > Publication in refereed journal | - |
dc.description.oa | Accepted Manuscript | en_US |
dc.identifier.FolderNumber | OA_IR/PIRA | en_US |
dc.description.pubStatus | Published | en_US |
Appears in Collections: | Journal/Magazine Article |
Files in This Item:
File | Description | Size | Format | |
---|---|---|---|---|
Chan&Lam_JAMS_2011.pdf | Pre-published version | 569.73 kB | Adobe PDF | View/Open |
Page views
188
Last Week
0
0
Last month
Citations as of Sep 22, 2024
Downloads
974
Citations as of Sep 22, 2024
SCOPUSTM
Citations
74
Last Week
1
1
Last month
0
0
Citations as of Sep 26, 2024
WEB OF SCIENCETM
Citations
65
Last Week
1
1
Last month
0
0
Citations as of Sep 26, 2024
Google ScholarTM
Check
Altmetric
Items in DSpace are protected by copyright, with all rights reserved, unless otherwise indicated.