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The influence of leader empowering behaviors and employee psychological empowerment on customer satisfaction
2014
International Journal of Contemporary Hospitality Management
Purpose -This study aims to examine the role that psychological empowerment (PE) and employee satisfaction (ES) play in the relationship between leader empowering behaviors (LEB) and customer satisfaction (CS) and employees' organizational commitment (OC). Design/methodology/approach -Data were collected from 365 frontline employees and 2,915 customers at 40 units of a chain restaurant in the USA. Findings -Structural equation modeling (SEM) results indicated that LEB influences PE, and PE in
doi:10.1108/ijchm-11-2012-0218
fatcat:i5j4isblufbajfhti44nubbfei