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Employee empowerment and customer satisfaction: an investigation from a UAE banking sector perspective.

Shedid, Maha; Russell, Ken

Authors

Maha Shedid

Ken Russell



Abstract

This article reflects the results of a pilot study conducted in connection with an analysis of the antecedents and consequences of empowerment on the service quality for UAE Banking customers and the banking sector in general. The research focuses on the six constructs of a Proposed Study Model of empowerment and whether they have an influence on the empowerment of customer contact employees. The pilot study employed a mixed methods approach (quantitative & qualitative) providing data triangulation to test and validate the hypothesis and data collection methodology. The study will progress into the larger scale empirical phase having identified the existence of the gap in the knowledge base. The pilot study has also produced new findings relating to cultural issues and others related to bureaucratic rules, which require further investigation; for example, while Emiratization laws have pushed domestic and foreign banks to increase their employment of UAE nationals, expatriates still dominate the banking sector employment numbers.

Citation

SHEDID, M. and RUSSELL, K. 2016. Employee empowerment and customer satisfaction: an investigation from a UAE banking sector perspective. Presented at the 2016 Dubai International conference for advanced research in business (ICARB 2016), 12-13 Dec 2016, Al Badaa, Dubai.

Presentation Conference Type Conference Paper (unpublished)
Conference Name 2016 Dubai International conference for advanced research in business (ICARB 2016)
Conference Location Al Badaa, Dubai
Start Date Dec 12, 2016
End Date Dec 13, 2016
Deposit Date Jan 16, 2017
Publicly Available Date Jan 16, 2017
Keywords Empowerment; UAE banking; Loyalty; Customer satisfaction
Public URL http://hdl.handle.net/10059/2088

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