Maha Shedid
Employee empowerment and customer satisfaction: an investigation from a UAE banking sector perspective.
Shedid, Maha; Russell, Ken
Authors
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. NOTE: publisher link not currently working (checked 2019-01-29)
Citation
SHEDID, M. and RUSSELL, K. 2017. Employee empowerment and customer satisfaction: an investigation from a UAE banking sector perspective. International journal of advanced research in business, 1(1), pages 2-14.
Journal Article Type | Article |
---|---|
Acceptance Date | Dec 12, 2016 |
Online Publication Date | Jan 26, 2017 |
Publication Date | Jan 26, 2017 |
Deposit Date | Jan 6, 2017 |
Publicly Available Date | Jan 6, 2017 |
Journal | International journal of advanced research in business |
Publisher | International Conference for Advanced Research in Business |
Peer Reviewed | Peer Reviewed |
Volume | 1 |
Issue | 1 |
Pages | 2-14 |
Keywords | Empowerment; UAE banking; Loyalty; Customer satisfaction |
Public URL | http://hdl.handle.net/10059/2130 |
Publisher URL | http://www.intlafr.com/vol1no1-2017.pdf |
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https://creativecommons.org/licenses/by-nc-nd/4.0/
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