Does empowerment work? The role of education in service quality

Q2 Business, Management and Accounting

Global Business and Organizational Excellence Pub Date : 2024-01-25 DOI:10.1002/joe.22249

Taylan Budur, Ahmet Demir, Najih Samin Ahmed

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引用次数: 0

Abstract

The current study investigated the impact of employees’ educational level on the relationship between empowerment and service quality while exploring the role of perceived supervisor support. Empirical data were collected from 214 employees and 250 customers from the same companies, with structural equation modelling and Hayes’ (2018) moderation technique being employed to analyze the collected data. Resultantly, empowerment significantly impacted service quality based on employees’ educational level while reducing the perception of service quality among employees with high school diplomas or lower educational levels. Contrarily, empowerment increased service quality performance for employees with bachelor's degrees or higher levels. Managers should consider employees’ educational backgrounds during empowerment to improve service quality. Perceived supervisor support also significantly mediated the association between empowerment and service quality, regardless of employees’ educational level. The findings contributed to the knowledge of the complex dynamics between empowerment, educational level, supervisor support, and service quality.

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增强能力是否有效？教育在提高服务质量中的作用

本研究调查了员工受教育程度对赋权与服务质量之间关系的影响，同时探讨了感知到的主管支持的作用。实证数据收集自同一公司的 214 名员工和 250 名客户，并采用结构方程模型和 Hayes（2018）的调节技术对收集的数据进行分析。结果表明，根据员工的教育水平，授权对服务质量有明显影响，同时降低了高中文凭或更低教育水平员工的服务质量感知。相反，对于拥有学士学位或更高学历的员工来说，授权提高了他们的服务质量表现。管理者在授权时应考虑员工的教育背景，以提高服务质量。无论员工的教育水平如何，感知到的上司支持也在很大程度上调节了授权与服务质量之间的关系。研究结果有助于了解授权、教育水平、主管支持和服务质量之间的复杂动态关系。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Global Business and Organizational Excellence Business, Management and Accounting-Business and International Management

CiteScore

7.70

自引率

0.00%

发文量

期刊介绍： For leaders and managers in an increasingly globalized world, Global Business and Organizational Excellence (GBOE) offers first-hand case studies of best practices of people in organizations meeting varied challenges of competitiveness, as well as perspectives on strategies, techniques, and knowledge that help such people lead their organizations to excel. GBOE provides its readers with unique insights into how organizations are achieving competitive advantage through transformational leadership--at the top, and in various functions that make up the whole. The focus is always on the people -- how to coordinate, communicate among, organize, reward, teach, learn from, and inspire people who make the important things happen.