| Summary: | 碩士 === 國立屏東科技大學 === 企業管理系所 === 95 === The era of empowerment has become a key rhetoric of the last decades of the twentieth century (Senge, Kleiner, Roberts, Ross, Roth, & Smith, 1999). In the age of new economic, the service industry employees interact directly with the customer. This requires extensive training and empowerment of employees to act appropriately in the absence of direct supervision (Fitzsimmons & Fitzsimmons, 1998). Organizations will increase their service quality, commitment of custormers, and enhance the competitore advantage because of empowering their employees.
The functions of employee empowerment motivate employee to behave positively. Scholars were interested in the relationship between LMX and empowerment perception from the perspective of Social Exchange theory so far. But LMX only discuss the relation in personal interaction, whereas the Social Capital theory includes the structural dimension, relational dimension, and cognitive dimension. Therefore, this study seek to contribute to appreciate how social capital facilitates the empowerment perception of employees. And to appreciate the mediation effect of information/resource support
By utilizing regression analysis as a statistical tool, the results of a field investigation of 204 service workers in the 3C chain stores showed that the structural dimension(informal interaction, upward communication), relational dimension(confidant relationship, trustworthy relationship), and cognitive dimension(shared value and vision) have positive effects on the empowerment perception of employees. Moreover, the information/resource support mediated the positive relations of social capital to the empowerment perception of employees.
|
|---|
