Research article summary (published 30 Dec 2001):

Supervisory power and its influence on staff members and their customers.

Full Abstract

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.

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Author information

Author/s: Carson, Paula Phillips (PP); Carson, Kerry David (KD); Pence, Patricia Lanier (PL);

Affiliation: University of Louisiana at Lafayette, USA.

Journal and publication information

Publication Type: Journal Article

Journal: Hospital topics (Hosp Top), published in United States. (Language: eng)

Reference: 2002-; vol 80 (issue 3) : pp 11-5

Dates: Created 2002/12/10; Completed 2002/12/30; Revised 2004/11/17;

PMID: 12471879, status: MEDLINE (last retrieval date: 11/6/2008)

Sourced from the National Library of Medicine. Abstract text and other information may be subject to copyright.

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MeSH headings (categories)

This article was linked to the MESH Headings shown below.

Administrative Personnel Coercion Consumer Satisfaction Humans Libraries, Medical - manpower; organization & administration

Libraries, Medical - manpower; organization & administration Personnel Management - methods Power (Psychology) Reward United States

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