Effect ofOrganizational EmpowermentonClient-Centered Behavior: The Role of Employee Attitudes

The presented research has been done with the aim of investigating the effect of organization empowerment on the customer-centered behavior. Considering the aforementioned factors and regarding the point of view of the Hamedan’s telecommunications company, the mentioned effect has been examined. Considering the mentioned aim, this research is practical and it is descriptional, when the method and nature are concerned. A questionnaire has been used for gathering the required data. The statistical community of the research is 420 employees of the Hamedan’s telecommunication company. And, 201 persons of them, as the statistical sample, have been chosen from the Morgan table in a relative classification. SPSS and LISREL software were used to analyze the data. Moreover, to insure the mutual correlation among the variables, at the first step, the correlation test was employed. Then, the analytical model has been utilized. Results obtained from the analysis show that: the organization empowerment has positive and meaningful effect on psychological empowerment, emotional commitment, job satisfaction and client centered behavior, whereas on the appropriate and modest attitude of the employees it has not. In other words, considering all 9 assumptions, 8 ones have been confirmed and the other has been rejected.