The relationship of service provider power motivation, empowerment and burnout to customer satisfaction

Abstract

Purpose – Burnout, which is caused by chronic stress, is common in the service professions and has a negative effect, both on the service provider's job performance and customer satisfaction. Empowerment is a potential buffer against the stress involved in service roles, but its advantages may depend on the service provider's desire to be empowered. The study examines several interactive effects of empowerment and seeking power on service provider burnout. In addition, the study examined the relationship between service providers' burnout and customers' reports of their satisfaction with the service.Design/methodology/approach – Questionnaires were administered to 198 participants, comprising 99 service provider‐customer dyads coming from public service organizations, that is government offices, welfare services, health services, and education, and private services, that is banks and communication companies. The dyads selected for the study were engaged in a “service relationship,” that is, the customer h...