Empowerment of front line employees in a retail banking environment - what does it mean? An employees perspective

Mallen, Siobhán (2017) Empowerment of front line employees in a retail banking environment - what does it mean? An employees perspective. Masters thesis, Dublin, National College of Ireland.

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Abstract

The purpose of this research is to examine and understand the meaning of empowerment for front line/boundary spanning employees from their own perspective, focusing on the psychological dimension of empowerment.

The focus of this research is to understand empowerment from the employee’s perspective. Using the contact centre of a digital retail bank as a case study a sample of front line employees were selected and a qualitative approach was applied using semi structured interviews.

As the research is focused on one particular group of employees within one specific organisation and industry, a limitation of this form of research is that it may not be generalizable. This limitation is noted and accepted as the main aim of the research is to gain an insight and understanding as to what empowerment means to this particular group. However, it is hoped that some valuable insights and learnings will be identified that may be relevant to other employees in similar environments.

This research attempts to build on previous studies in the area of employee empowerment, specifically psychological empowerment. Looking at empowerment from an employee’s perspective a number of key themes were identified in both the literature review and the findings of this research. These themes include influence and impact, decision making, meaningfulness, competence, choice and autonomy and responsibility. While other themes are evident in the literature the themes outlined were the most prevalent in this particular group of employees.

Item Type:	Thesis (Masters)
Subjects:	H Social Sciences > HG Finance > Banking H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management > Human Resource Management > Performance Management > Employee Engagement H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management > Human Resource Management H Social Sciences > HD Industries. Land use. Labor > Specific Industries > Retail Industry
Divisions:	School of Business > Master of Business Administration
Depositing User:	Caoimhe Ní Mhaicín
Date Deposited:	21 Nov 2017 10:00
Last Modified:	21 Nov 2017 10:00
URI:	https://norma.ncirl.ie/id/eprint/2865

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