The impact of frontline employee empowerment on service quality in the Jordanian restaurant industry

• Main Author: Odeh, Khaled Ahmad
• Other Authors: Lockwood, Andrew ; Ekinci, Yuksel
• Published: University of Surrey 2008
• Subjects: 338.4764795095695
• Online Access: http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.494205

This study explores the relationship between frontline employees' empowerment and service quality in the restaurant industry. The service marketing literature revealed mixed findings regarding this relationship. While some studies confirmed indirect relationships, others did not confirm the relationship, and one study only confirmed a direct positive relationship. The developed model in this study suggested that psychological empowerment influences service quality through employees' job attitudes (job satisfaction and organisational commitment) and behaviour (customer oriented behaviour). Two questionnaires were used to test the study's model. The first questionnaire was designed to measure employees' empowerment, job satisfaction. organisational commitment and customer-oriented behaviour.