Change search
ReferencesLink to record
Permanent link

Direct link
Empowerment in the consumer service sector: from the perspective of management and frontline personnel in the insurance industry
2006 (English)Independent thesis Advanced level (degree of Master (One Year)), 10 credits / 15 HE creditsStudent thesis
Abstract [en]

The aim of this study was to gain better understanding of empowerment in the consumer service sector by comparing the perspective of mangers and frontline personnel. Empowerment can be described as giving discretion to frontline personnel to meet the needs of customers creatively. The research questions concerned investigating the level of empowerment, the beneficial level of empowerment and the outcome of empowerment in a consumer service company. In order to gain insight into these areas a case study was done in the insurance company Länsförsäkringar Norrbotten. The manager for the private customers department and three employees was interviewed regarding the study. We found that the studied department at Länsförsäkringar Norrbotten has a low level of empowerment and that this is appropriate for their business. The possibility for increased empowerment did however exist but the simple products concerning insurances for tangibles and low customer needs made any further implementations unnecessary. The recommendation for the insurance industry is to follow Länsförsäkringar Norrbottens way of implementing empowerment with strict rules for their employees to decrease their empowerment. Unless there are possibilities to widen the departments, giving employees additional tasks besides insuring tangibles, the model used in Länsförsäkringar Norrbotten is beneficial. We can recommend further studies concerning employee behavior, also a more integrated model for comparing all the three areas of empowerment should be the concern for further research in order to provide a more practical tool for studying empowerment.

Place, publisher, year, edition, pages
Keyword [en]
Social Behaviour Law, empowerment, marketing, service marketing, consumers, frontline personnel, internal relationships
Keyword [sv]
Samhälls-, beteendevetenskap, juridik
URN: urn:nbn:se:ltu:diva-44553ISRN: LTU-DUPP--06/004--SELocal ID: 257be62d-2274-4fd3-bbcf-3b6daedde813OAI: diva2:1017832
Subject / course
Student thesis, at least 15 credits
Educational program
Marketing, master's level
Validerat; 20101217 (root)Available from: 2016-10-04 Created: 2016-10-04Bibliographically approved

Open Access in DiVA

fulltext(2973 kB)0 downloads
File information
File name FULLTEXT01.pdfFile size 2973 kBChecksum SHA-512
Type fulltextMimetype application/pdf

Search outside of DiVA

GoogleGoogle Scholar
The number of downloads is the sum of all downloads of full texts. It may include eg previous versions that are now no longer available

ReferencesLink to record
Permanent link

Direct link