Title :
The Impact of Psychological Empowerment in Post-services
Author :
Chen, Rong ; Liu, Longzhu
Author_Institution :
Sch. of Econ. & Manage., Tsinghua Univ., Beijing, China
Abstract :
The paper investigated the impact of psychological empowerment on quit intention and their mediators in post-services. By surveying 198 frontline post-service employees, we found that competence and job meaning have significant impact on quit intention, meanwhile competence exerts its influence through raising organization commitment. Job meaning exerts its impact on quit intention through organization commitment and emotion exhaustion, meanwhile the former has stronger mediation. Perceived influence can also raise emotion exhaustion. The Direct impacts of organization commitment and emotion exhaustion on quit intention are both significant. The study enriched the application of theories of psychological empowerment and employee satisfaction on post-services, and showed lights on the real management.
Keywords :
employee welfare; industrial psychology; organisational aspects; personnel; service industries; emotion exhaustion; employee quit intention; employee satisfaction; job competence; job meaning; organization commitment; post service employees; psychological empowerment; Customer satisfaction; Educational institutions; Equations; Mathematical model; Organizations; Psychology; Reliability; Emotion Exhaustion; Organization Commitment; Post-Service; Psychological Empowerment;
Conference_Titel :
Service Sciences (IJCSS), 2012 International Joint Conference on
Conference_Location :
Shanghai
Print_ISBN :
978-1-4673-1992-8
DOI :
10.1109/IJCSS.2012.40
