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Do Empowered Front-Line Employees Perform Better? A Non-linear Approach and the Role of Service Complexity

Kostopoulos, I (2018) Do Empowered Front-Line Employees Perform Better? A Non-linear Approach and the Role of Service Complexity. European Management Review. ISSN 1740-4754

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Abstract

This study re-examines the influence of front-line service employee empowerment on their performance, following a non-linear approach and integrating the role of service complexity. For that purpose, data were collected through a quantitative survey on 240 front-line employees in two major UK cities (London, Leeds). The study’s results indicate that empowerment has a significant impact on their performance and that this impact is non-linear (quadratic). Specifically, the relationship between empowerment and performance is negative for low-level empowerment and positive for high-level empowerment. In addition, the study’s results show that the nature of this relationship is different for different levels of service complexity. Specifically, for low-complexity services, the relationship between empowerment and performance was found quadratic, whereas for high-complexity services the relationship was found positive and linear. Based on the study’s main conclusions important implications for both academics and practitioners are presented.

Item Type: Article
Additional Information: This is the peer reviewed version of the following article: Kostopoulos, I. (2018) Do Empowered Front‐Line Employees Perform Better? A Non‐linear Approach and the Role of Service Complexity. European Management Review, which has been published in final form at http://dx.doi.org/10.1111/emre.12153. This article may be used for non-commercial purposes in accordance with Wiley Terms and Conditions for Use of Self-Archived Versions
Uncontrolled Keywords: 1503 Business And Management, 1402 Applied Economics
Subjects: H Social Sciences > HF Commerce > HF5001 Business
H Social Sciences > HD Industries. Land use. Labor
H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: Liverpool Business School
Publisher: Wiley
Date Deposited: 25 Jul 2018 12:29
Last Modified: 15 Sep 2018 03:39
DOI or Identification number: 10.1111/emre.12153
URI: http://researchonline.ljmu.ac.uk/id/eprint/9020

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