Predicting Psychological Empowerment among Service Workers: The Effect of Support-Based Relationships

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Abstract
Data from 292 service workers in 21 private clubs show that supportive peer and customer relationships are predictive of higher levels of employee experienced empowerment. Both organizational and employee-customer relationships accounted for significant variation in the dimensions of empowerment: meaningfulness, influence, and self-efficacy. Peer helping and supportive customer relationships were the two most influential predictors of all three empowerment dimensions. Implications for future research and for management practice are discussed.
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1999-01-01
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psychological empowerment; service workers; supportive relationships
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Required Publisher Statement: © SAGE. Final version published as: Corsun, D. L., & Enz, C. A. (1999). Predicting psychological empowerment among service workers: The effect of support-based relationships. Human Relations, 52(2), 205-224.
Reprinted with permission. All rights reserved.
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