Frontline employee empowerment and perceived customer satisfaction

Abstract

Purpose - The purpose of this paper is to examine the influence of structural empowerment, psychological empowerment and intrinsic motivation on perceived customer satisfaction in contact centers. Design/methodology/approach - A questionnaire was conducted among 703 employees of a contact center. Data analysis was based on structural equation modeling. Findings - Structural empowerment results in higher levels of perceived customer satisfaction through psychological empowerment and intrinsic motivation. Furthermore, structural empowerment effect on psychological empowerment is mediated by intrinsic motivation. Practical implications - Previous predictions regarding counterproductive impact of empowerment in a low-service heterogeneity sector, such as contact center are challenged and a transformative message is disclosed in what concerns human resource management (HRM) in contact centers. Originality/value - The research provides valuable insights for both scholars and practitioners regarding the process through which employees' psychological empowerment and intrinsic motivation improves customer satisfaction in the context of contact centers.