Date of Award
Spring 5-11-2013
Degree Type
Dissertation
Degree Name
Executive Doctorate in Business (EDB)
Department
Business
First Advisor
Dr. Pam Scholder Ellen
Second Advisor
Dr. Lars Mathiassen
Third Advisor
Dr. Detmar Straub
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.
DOI
https://doi.org/10.57709/4102969
Recommended Citation
Ichatha, Stephen K., "The Role of Empowerment in Crowdsourced Customer Service." Dissertation, Georgia State University, 2013.
doi: https://doi.org/10.57709/4102969