The impact of empowerment on emotional labour: a conceptual framework
This conceptual paper investigated the importance of employee empowerment and its impact on emotional labour in securing success of service delivery. This study advocates that empowerment is essential and also a key factor in the development of service quality and customer satisfaction. It is predi...
| Main Authors: | , |
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| Format: | Article |
| Language: | English |
| Published: |
Universiti Putra Malaysia Press
2012
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| Online Access: | http://psasir.upm.edu.my/id/eprint/40675/1/The%20Impact%20of%20Empowerment%20on%20Emotional%20Labour.pdf |