... statistics via partial least squares were used to analyse the formulated hypotheses. Findings This study found that Black applicants react positively to affirmative action plans and that psychological empowerment mediates the relationship between Black applicants’ reaction and affirmative action plans...

...Teresa Proenca; Helena Rodrigues Purpose Call center is a large and growing sector worldwide and is facing important human resource management (HRM) and service challenges. The purpose of this study is to analyze the impact of structural empowerment (SE) and psychological empowerment (PE...

...Ali Safari; Arash Adelpanah; Razieh Soleimani; Parisa Heidari Aqagoli; Rosa Eidizadeh; Reza Salehzadeh Purpose This study aims at investigating the effect of psychological empowerment on job burnout and competitive advantage with the mediating role of organizational commitment and creativity...

...Teresa Proenca; Ana Torres; Ana Sofia Sampaio Purpose The purpose of this paper is to examine the influence of structural empowerment, psychological empowerment and intrinsic motivation on perceived customer satisfaction in contact centers. Design/methodology/approach A questionnaire...