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The role of empowerment in crowdsour...

Ichatha, Stephen Kamanu.

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The role of empowerment in crowdsourced customer service.

Record Type:	Language materials, printed : Monograph/item
Title/Author:	The role of empowerment in crowdsourced customer service./
Author:	Ichatha, Stephen Kamanu.
Description:	198 p.
Notes:	Source: Dissertation Abstracts International, Volume: 74-09(E), Section: A.
Contained By:	Dissertation Abstracts International74-09A(E).
Subject:	Business Administration, General. -
Online resource:	http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=3560715
ISBN:	9781303071690

The role of empowerment in crowdsourced customer service.
Ichatha, Stephen Kamanu.

The role of empowerment in crowdsourced customer service. - 198 p.

Source: Dissertation Abstracts International, Volume: 74-09(E), Section: A.

Thesis (E.D.B.)--Georgia State University, 2013.

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.

ISBN: 9781303071690Subjects--Topical Terms:

1017457
Business Administration, General.

The role of empowerment in crowdsourced customer service.
LDR:01957nam 2200313 4500 001 1957581
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008 150210s2013 ||||||||||||||||| ||eng d
020 $a 9781303071690
035 $a (UMI)AAI3560715
035 $a AAI3560715
040 $a UMI $c UMI
100 1 $a Ichatha, Stephen Kamanu. $3 2092519
245 1 4 $a The role of empowerment in crowdsourced customer service.
300 $a 198 p.
500 $a Source: Dissertation Abstracts International, Volume: 74-09(E), Section: A.
500 $a Adviser: Pam Ellen.
502 $a Thesis (E.D.B.)--Georgia State University, 2013.
520 $a 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.
590 $a School code: 0079.
650 4 $a Business Administration, General. $3 1017457
650 4 $a Business Administration, Management. $3 626628
650 4 $a Sociology, Organizational. $3 1018023
690 $a 0310
690 $a 0454
690 $a 0703
710 2 $a Georgia State University. $b Business. $3 2092520
773 0 $t Dissertation Abstracts International $g 74-09A(E).
790 1 0 $a Ellen, Pam, $e advisor
790 1 0 $a Straub, Detmar $e committee member
790 1 0 $a Mathiassen, Lars $e committee member
790 $a 0079
791 $a E.D.B.
792 $a 2013
856 4 0 $u http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=3560715