Linking employee empowerment and customer perceptions of service quality : Evidence from a Mexican medical retailing company

• Main Authors: Rodríguez Delgado, Aarón, Korshenko, Evgeny
• Format: Others
• Language: English
• Published: Uppsala universitet, Företagsekonomiska institutionen 2013
• Subjects: Employee empowerment; customer perception; service quality; service encounters; frontline employees; service interactions; service delivery; health industry; retailers; Mexico
• Online Access: http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-209131

Purpose: The aim of the study is to gain a holistic understanding of the reflection ofemployee empowerment practiced in the customer's perception of service quality in serviceencounters. Research Method: Exploratory research method based on a single case study Results: Through the analysis of both primary and secondary data, it has been found thatemployee empowerment practice is reflected in customer perception of service quality through improved service delivery provided by empowered frontline employees. Research limitations: This is a single case study, which is confined to the activities of onesmall company related to the health industry in Mexico. The choice of conducting theresearch only focusing on one company ignoring others can not open a true reflection of theentire problem. Practical implications: The results may be applicable for companies which in some extenthave similar retailing and services activities. Originality/value: This research makes a contribution to the existing literature on employeeempowerment by adding relevant qualitative data.