By Topic

The key role of psychological empowerment in boundary employee units based on gray preference

Sign In

Cookies must be enabled to login.After enabling cookies , please use refresh or reload or ctrl+f5 on the browser for the login options.

Formats Non-Member Member
$31 $13
Learn how you can qualify for the best price for this item!
Become an IEEE Member or Subscribe to
IEEE Xplore for exclusive pricing!
close button

puzzle piece

IEEE membership options for an individual and IEEE Xplore subscriptions for an organization offer the most affordable access to essential journal articles, conference papers, standards, eBooks, and eLearning courses.

Learn more about:

IEEE membership

IEEE Xplore subscriptions

3 Author(s)
Jianling Wang ; Coll. of Econ. & Manage., Nanjing Univ. of Aeronaut. & Astronaut., Nanjing, China ; Lirong Jian ; Xuejiao Liu

This study investigates the role of psychological empowerment in the customer evaluation. To test effect, employees and customers were surveyed in 4S stores. We aggregated the employee-individual and customer-individual level data to a higher unit level, and a gray preference model was proposed to explain the role of empowerment in customer evaluation. This study demonstrates that customer loyalty is more favorable than customer satisfaction as for system characteristic behavior, and managers need to focus on employee competence to improve customer evaluation.

Published in:

Systems, Man, and Cybernetics (SMC), 2012 IEEE International Conference on

Date of Conference:

14-17 Oct. 2012