The aim of this paper is to look into the essence of customer-contact employees’ empowerment and its outputs as well as interrelationships with service complexity in the Lithuanian service companies. Its goals are to analyze theoretical aspects of service companies’ customer-contact employees’ empowerment and its outputs – job satisfaction and service quality, to identify interrelationships between service complexity and employee empowerment, to evaluate how interrelate customer-contact employees’ empowerment with job satisfaction and service quality as well as identify interrelationships between empowerment adequacy for service complexity and job satisfaction in Lithuanian service companies. The results of research disclosed that empowerment is interrelated both with job satisfaction and service quality.
| Identifer | oai:union.ndltd.org:LABT_ETD/oai:elaba.lt:LT-eLABa-0001:E.02~2006~D_20061113_100323-44980 |
| Date | 13 November 2006 |
| Creators | Stanišauskienė, Jūratė |
| Contributors | Bučiūnienė, Ilona, ISM University of Management and Economics |
| Publisher | Lithuanian Academic Libraries Network (LABT), ISM University of Management and Economics |
| Source Sets | Lithuanian ETD submission system |
| Language | Lithuanian |
| Detected Language | English |
| Type | Master thesis |
| Format | application/pdf |
| Source | http://vddb.library.lt/obj/LT-eLABa-0001:E.02~2006~D_20061113_100323-44980 |
| Rights | Unrestricted |
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