Paper Title
Time-Varying Effects of Empowerment on Job Satisfaction for Customer-Contact versus Non-Customer-Contact Employee Groups
Start Date
6-1-2011 2:30 PM
End Date
6-1-2011 3:45 PM
Track
1. Track 1 – Formal Paper Presentation
Subject Area
Human Resources
Faculty Member
Richard Perdue perduerr@vt.edu Vincent Magnini magnini@vt.edu
Abstract
This study investigates the relationship between employee empowerment and job satisfaction, and whether this relationship is stronger for customer-contact employees than their non-customer-contact counterparts. Further, using a growth curve modeling technique, it also examines, whether the relationship between empowerment and job satisfaction changes across time. Using a three year longitudinal dataset from a large hospitality company, the authors find that the effect of empowerment on job satisfaction is more salient for customer-contact employee groups, and the effect accelerates over time regardless of the nature of work. Theoretical and practical implications and recommendations for future research are discussed based on the results.
Keywords
time-varying effect, empowerment, job satisfaction, customer-contact, non-customer-contact
Time-Varying Effects of Empowerment on Job Satisfaction for Customer-Contact versus Non-Customer-Contact Employee Groups
This study investigates the relationship between employee empowerment and job satisfaction, and whether this relationship is stronger for customer-contact employees than their non-customer-contact counterparts. Further, using a growth curve modeling technique, it also examines, whether the relationship between empowerment and job satisfaction changes across time. Using a three year longitudinal dataset from a large hospitality company, the authors find that the effect of empowerment on job satisfaction is more salient for customer-contact employee groups, and the effect accelerates over time regardless of the nature of work. Theoretical and practical implications and recommendations for future research are discussed based on the results.