Feeling empowered and doing good? A psychological mechanism of empowerment, self-esteem, perceived trust, and OCBs

Emily Ma, Yun Zhang, Feng Zeng Xu, Danni Wang, Misun (Sunny) Kim

Research output: Journal article publicationJournal articleAcademic researchpeer-review

31 Citations (Scopus)

Abstract

Building on agency theory and signaling theory, this study investigated the psychological mechanism of how empowerment impacts hotel frontline employees' self-esteem, perceived trust, and OCBs performed toward both internal and external customers. Using a longitudinal research design with data collected via three waves, the results supported that three out of four dimensions of empowerment had significant and positive influence on employees' self-esteem and perceived trust, both of which are significant predictors for three types of OCBs. The study makes important contributions to literature and suggests that hotel employees feeling empowered can enhance their overall wellness while contributing to their OCB performances. Thus, empowerment should be properly used as a strategy to facilitate employees’ contextual performance.

Original languageEnglish
Article number104356
JournalTourism Management
Volume87
DOIs
Publication statusPublished - Dec 2021
Externally publishedYes

Keywords

  • Empowerment
  • OCBs
  • Self-esteem
  • Trust
  • Well-being

ASJC Scopus subject areas

  • Development
  • Transportation
  • Tourism, Leisure and Hospitality Management
  • Strategy and Management

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