| Titre | Rôle de l'empowerment dans le développement d'un comportement orienté client chez le personnel en contact avec la clientèle | |
|---|---|---|
| Auteur | Bouchra Esslimani, Jacques Igalens | |
 |
Revue | Revue de gestion des ressources humaines |
| Numéro | no 68, avril-mai-juin 2008 | |
| Page | 17-29 | |
| Résumé anglais |
The effect of psychological empowerment on customer orientation of contact employees This paper examines the effect of psychological empowerment on customer orientation of contact employees. Its goal is to assess the effects of four psychological empowerment dimensions (Self-efficacy, Meaningfulness, Impact and Choice) on customer orientation of provider service. Among service providers operating in a bank, empirical study is conducted. Data is analyzed using multiple regression analysis. The results indicate that the meaningfulness and self-efficacy are predictors of the customer-oriented behavior. Individuals who perceive their jobs to be significant and possess confidence in being able to succeed develop a customer-oriented behavior. Source : Éditeur (via Cairn.info) |
|
| Article en ligne | http://www.cairn.info/article.php?ID_ARTICLE=GRHU_068_0017 (accès réservé) |
