Journal of Management Research

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Managerial Practices, Transformational Leadership, Customer Satisfaction and Self Efficacy as Antecedents of Psychological Empowerment


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1 National Institute of Industrial Engineering Vihar Lake Road, Mumbai 400 087
     

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The purpose of the present research is to study the influence of transformational leadership, self efficacy, management practices, and perception of customer satisfaction on psychological empowerment. Perception of customer satisfaction is a mediating variable as it is driven by managerial practices and leading to psychological empowerment. The data were collected from three leading Indian Information Technology (IT) organizations during the period of two months using standard questionnaire. 130 managers and 180 executives who interacted on the day to day basis with their clients/customers participated in the exercise. Hypothesis testing was done using Structural Equation Modeling (SEM). The results indicate the acceptance of all the direct and indirect relationship as hypothesized with psychological empowerment. Perception of customer satisfaction emerges as the most important antecedent of psychological empowerment.

Keywords

Transformational Leadership, Self-efficacy, Management Practices, Perception of Customer Satisfaction, Psychological Empowerment
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  • Managerial Practices, Transformational Leadership, Customer Satisfaction and Self Efficacy as Antecedents of Psychological Empowerment

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Authors

Sumi Jha
National Institute of Industrial Engineering Vihar Lake Road, Mumbai 400 087

Abstract


The purpose of the present research is to study the influence of transformational leadership, self efficacy, management practices, and perception of customer satisfaction on psychological empowerment. Perception of customer satisfaction is a mediating variable as it is driven by managerial practices and leading to psychological empowerment. The data were collected from three leading Indian Information Technology (IT) organizations during the period of two months using standard questionnaire. 130 managers and 180 executives who interacted on the day to day basis with their clients/customers participated in the exercise. Hypothesis testing was done using Structural Equation Modeling (SEM). The results indicate the acceptance of all the direct and indirect relationship as hypothesized with psychological empowerment. Perception of customer satisfaction emerges as the most important antecedent of psychological empowerment.

Keywords


Transformational Leadership, Self-efficacy, Management Practices, Perception of Customer Satisfaction, Psychological Empowerment

References