Data from 292 service workers in 21 private clubs show that supportive peer and customer relationships are predictive of higher levels of employee experienced empowerment. Both organizational and employee-customer relationships accounted for significant variation in the dimensions of empowerment: meaningfulness, influence, and self-efficacy. Peer helping and supportive customer relationships were the two most influential predictors of all three empowerment dimensions. Implications for future research and for management practice are discussed.
Corsun, D. L., & Enz, C. A. (1999). Predicting psychological empowerment among service workers: The effect of support-based relationships[Electronic version]. Retrieved [insert date] from Cornell University, School of Hotel Administration site: http://scholarship.sha.cornell.edu/articles/615