The consequences and limits of empowerment in financial services
Empowerment may be one of the answers to the growing competition and increasingly demanding customers in the financial retail sector, but the relation between empowerment and profit-oriented behaviour at the service encounter has been only sparsely documented. This article offers a comparative empirical analysis of the conditions and impact of empowerment and related activities in Danish financial institutions, with a focus on semi-standardised front-line jobs. The results indicate that granting decision-making authority and autonomy to the individual front-line employees has often been a powerful step in the efforts of the financial service companies to increase their competitiveness. In the change process, formal participation has only a moderate supportive impact on performance while changes initiated at the branch offices and the linking of rewards with performance, both have a notably positive impact on the competitiveness and profit-oriented behaviour of front-line employees.
Year of publication: |
2003
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Authors: | Nielsen, Jørn Flohr ; Pedersen, Christian Preuthun |
Published in: |
Scandinavian Journal of Management. - Elsevier, ISSN 0956-5221. - Vol. 19.2003, 1, p. 63-83
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Publisher: |
Elsevier |
Keywords: | Empowerment Financial services Implementation Profit orientation Service quality |
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