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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 |
Issue Date: | Aug-2011 | Source: | Journal of the Academy of Marketing Science, Aug. 2011, v. 39, no. 4, p. 609-628 | 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. | 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 |
Publisher: | Springer | Journal: | Journal of the Academy of Marketing Science | ISSN: | 0092-0703 | EISSN: | 1552-7824 | 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. |
Appears in Collections: | Journal/Magazine Article |
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File | Description | Size | Format | |
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Chan&Lam_JAMS_2011.pdf | Pre-published version | 569.73 kB | Adobe PDF | View/Open |
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