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

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Jan 6th, 2:30 PM Jan 6th, 3:45 PM

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.