Supervisory power and its influence on staff members and their customers.
The authors examined supervisors' selective use of legitimate, reward, coercive, referent, and expert powers and these power bases' influence on two outcomes: (a) employee perception of organizational support and (b) employee willingness to engage in service recovery activities with the customer. The authors found that the supervisor's use of expert, referent, and reward powers were positively related to perceived organizational support and that the use of coercive power was important in contributing to service recovery initiatives, particularly with regard to the employee's empathetic presentation to the customer.
Carson
Paula Phillips
PP
University of Louisiana at Lafayette, USA.
Carson
Kerry David
KD
Pence
Patricia Lanier
PL
D000288:Administrative Personnel; D003068:Coercion; D003258:Consumer Behavior; D006801:Humans; D007993:Libraries, Medical / Q000458:organization & administration*; D010559:Personnel Management / Q000379:methods*; D011209:Power, Psychological; D012201:Reward; D014481:United States; D000078329:Workforce