Date of Award
Executive Doctorate in Business (EDB)
Dr. Pam Scholder Ellen
Dr. Lars Mathiassen
Dr. Detmar Straub
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.
Ichatha, Stephen K., "The Role of Empowerment in Crowdsourced Customer Service." Dissertation, Georgia State University, 2013.