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The role of empowerment in crowdsour...

Ichatha, Stephen Kamanu.

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The role of empowerment in crowdsourced customer service.

紀錄類型:	書目-語言資料,印刷品 : Monograph/item
正題名/作者:	The role of empowerment in crowdsourced customer service./
作者:	Ichatha, Stephen Kamanu.
面頁冊數:	198 p.
附註:	Source: Dissertation Abstracts International, Volume: 74-09(E), Section: A.
Contained By:	Dissertation Abstracts International74-09A(E).
標題:	Business Administration, General. -
電子資源:	http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=3560715
ISBN:	9781303071690

The role of empowerment in crowdsourced customer service.
Ichatha, Stephen Kamanu.

The role of empowerment in crowdsourced customer service. - 198 p.

Source: Dissertation Abstracts International, Volume: 74-09(E), Section: A.

Thesis (E.D.B.)--Georgia State University, 2013.

For decades, researchers have seen employee empowerment as the means to achieving a more committed workforce that would deliver better outcomes. The prior conceptual and descriptive research focused on structural empowerment, or workplace mechanisms for generating empowerment, and psychological empowerment, the felt empowerment. Responding to calls for intervention studies, this research experimentally tests the effects of structural empowerment changes, through different degrees of decision-making authority and access to customer-relationship information, on psychological empowerment and subsequent work-related outcomes. Using a virtual contact center simulation, crowdsourced workers responded to customer requests. Greater decision authority and access to customer-relationship information resulted in higher levels of psychological empowerment which in turn resulted in task satisfaction and task attractiveness outcomes among the crowdsourced customer service workers.

ISBN: 9781303071690Subjects--Topical Terms:

1017457
Business Administration, General.

The role of empowerment in crowdsourced customer service.
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520 $a For decades, researchers have seen employee empowerment as the means to achieving a more committed workforce that would deliver better outcomes. The prior conceptual and descriptive research focused on structural empowerment, or workplace mechanisms for generating empowerment, and psychological empowerment, the felt empowerment. Responding to calls for intervention studies, this research experimentally tests the effects of structural empowerment changes, through different degrees of decision-making authority and access to customer-relationship information, on psychological empowerment and subsequent work-related outcomes. Using a virtual contact center simulation, crowdsourced workers responded to customer requests. Greater decision authority and access to customer-relationship information resulted in higher levels of psychological empowerment which in turn resulted in task satisfaction and task attractiveness outcomes among the crowdsourced customer service workers.
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