Conceptual review of psychological empowerment on consumer oriented behavior

The need for Psychological Empowerment has gained great importance in service-oriented institutions like banks. As employees in a service organization have frequent contacts with the customer, they usually serve as representatives for both the organization and their products and services to the customer at contact point. When service interactions are not properly controlled and handled, the outcome is poor perception of service quality that leads to customer dissatisfaction. The quality of service and satisfaction that the customer may derive will be an assessment of the entire service experience. The employees play a major role in determining whether a customer would enjoy the experience or turn to their competitors for better solutions.