{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,2,21]],"date-time":"2026-02-21T01:20:51Z","timestamp":1771636851480,"version":"3.50.1"},"reference-count":70,"publisher":"Emerald","issue":"2","license":[{"start":{"date-parts":[[2017,6,19]],"date-time":"2017-06-19T00:00:00Z","timestamp":1497830400000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/www.emerald.com\/insight\/site-policies"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":["MRJIAM"],"published-print":{"date-parts":[[2017,6,19]]},"abstract":"<jats:sec><jats:title content-type=\"abstract-subheading\">Purpose<\/jats:title><jats:p>The purpose of this paper is to examine the influence of structural empowerment, psychological empowerment and intrinsic motivation on perceived customer satisfaction in contact centers.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Design\/methodology\/approach<\/jats:title><jats:p>A questionnaire was conducted among 703 employees of a contact center. Data analysis was based on structural equation modeling.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Findings<\/jats:title><jats:p>Structural empowerment results in higher levels of perceived customer satisfaction through psychological empowerment and intrinsic motivation. Furthermore, structural empowerment effect on psychological empowerment is mediated by intrinsic motivation.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Practical implications<\/jats:title><jats:p>Previous predictions regarding counterproductive impact of empowerment in a low-service heterogeneity sector, such as contact center are challenged and a transformative message is disclosed in what concerns human resource management (HRM) in contact centers.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Originality\/value<\/jats:title><jats:p>The research provides valuable insights for both scholars and practitioners regarding the process through which employees\u2019 psychological empowerment and intrinsic motivation improves customer satisfaction in the context of contact centers.<\/jats:p><\/jats:sec>","DOI":"10.1108\/mrjiam-04-2016-0663","type":"journal-article","created":{"date-parts":[[2017,5,8]],"date-time":"2017-05-08T10:51:15Z","timestamp":1494240675000},"page":"187-206","source":"Crossref","is-referenced-by-count":6,"title":["Frontline employee empowerment and perceived customer satisfaction"],"prefix":"10.1108","volume":"15","author":[{"ORCID":"https:\/\/orcid.org\/0000-0001-6982-847X","authenticated-orcid":false,"given":"Teresa","family":"Proenca","sequence":"first","affiliation":[]},{"ORCID":"https:\/\/orcid.org\/0000-0002-0621-956X","authenticated-orcid":false,"given":"Ana","family":"Torres","sequence":"additional","affiliation":[]},{"given":"Ana Sofia","family":"Sampaio","sequence":"additional","affiliation":[]}],"member":"140","reference":[{"issue":"2","key":"key2020120710502393100_ref001","first-page":"131","article-title":"Job empowerment and customer orientation of bank employees in Malaysia","volume":"8","year":"2012","journal-title":"Contemporary Management Research"},{"issue":"5","key":"key2020120710502393100_ref002","doi-asserted-by":"crossref","first-page":"945","DOI":"10.1037\/0021-9010.90.5.945","article-title":"To empower or not to empower your sales force? 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