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Title The Role of Empowerment in Crowdsourced Customer Service
Publication Date
Degree Executive Doctorate in Business (EDB)
Discipline/Department Business
Degree Level dissertation
University/Publisher Georgia State University
Abstract For decades, researchers have seen employee empowerment as the means to achieving a more committed workforce that would deliver better outcomes. The prior conceptual and descriptive research focused on structural empowerment, or workplace mechanisms for generating empowerment, and psychological empowerment, the felt empowerment. Responding to calls for intervention studies, this research experimentally tests the effects of structural empowerment changes, through different degrees of decision-making authority and access to customer-relationship information, on psychological empowerment and subsequent work-related outcomes. Using a virtual contact center simulation, crowdsourced workers responded to customer requests. Greater decision authority and access to customer-relationship information resulted in higher levels of psychological empowerment which in turn resulted in task satisfaction and task attractiveness outcomes among the crowdsourced customer service workers.
Subjects/Keywords Crowdsourcing; Empowerment; Customer Service; Task Satisfaction; Task Attractiveness; Field Experiment
Contributors Dr. Pam Scholder Ellen; Dr. Lars Mathiassen; Dr. Detmar Straub
Country of Publication us
Record ID oai:scholarworks.gsu.edu:bus_admin_diss-1022
Repository georgia-state
Date Retrieved
Date Indexed 2018-01-11
Created Date 2013-05-11 07:00:00

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