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Title: The impact of frontline employee empowerment on service quality in the Jordanian restaurant industry
Author: Odeh, Khaled Ahmad
ISNI:       0000 0001 3455 0009
Awarding Body: University of Surrey
Current Institution: University of Surrey
Date of Award: 2008
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This study explores the relationship between frontline employees' empowerment and service quality in the restaurant industry. The service marketing literature revealed mixed findings regarding this relationship. While some studies confirmed indirect relationships, others did not confirm the relationship, and one study only confirmed a direct positive relationship. The developed model in this study suggested that psychological empowerment influences service quality through employees' job attitudes (job satisfaction and organisational commitment) and behaviour (customer oriented behaviour). Two questionnaires were used to test the study's model. The first questionnaire was designed to measure employees' empowerment, job satisfaction. organisational commitment and customer-oriented behaviour.
Supervisor: Lockwood, Andrew ; Ekinci, Yuksel Sponsor: Not available
Qualification Name: Thesis (Ph.D.) Qualification Level: Doctoral
EThOS ID:  DOI: Not available