| The purpose of this research is to examine the impact of empowerment on the customer-contact service employees' role in the hospitality industry. The research tested variables important to the relationships between empowerment and self-efficacy, adaptability, role-conflict, role ambiguity, extra-role performances, management commitment, service quality, and customer satisfaction.; This study utilized survey research (a non-experimental field study design). Nine hypotheses were developed regarding the relationships between variables. To remain consistent with previous research, the measures were taken from four referent studies, which in turn were based on previous studies in marketing, management, and psychology.; The current study consists of a population of hospitality industry managers, employees, and customers. A convenience sampling method was applied to select and recruit the research participants. Data were collected using questionnaires. The questionnaires were delivered in person to the hospitality firms. The completed questionnaires were picked up in person from the hospitality firms.; To test the hypotheses, p < .05 significance level was used to accept or reject a null hypothesis. Statistical tables and figures were also used to present the data, i.e., level of significance to test the hypotheses. |
