The relationship between employee empowerment, service quality and employee job satisfaction: A case study at Bosch Vietnam Co., Ltd
Date Published:
25/07/2025
Online Published:
25/07/2025
Section:
Business Administration, Marketing, Commerce, and Tourism
Main Article Content
Abstract
Employee job satisfaction plays a crucial role in organisational success, particularly in manufacturing industries. While service quality and employee empowerment are recognised as key drivers of job satisfaction, their interrelationship remains underexplored, especially in multinational manufacturing firms in Vietnam. Existing research predominantly focuses on service quality from a customer perspective, neglecting its impact on employee satisfaction. Additionally, the mediating role of empowerment in linking service quality to job satisfaction lacks sufficient empirical validation. This study addresses these gaps by analysing the direct impact of service quality on employee satisfaction and the indirect impact through the mediating role of employee empowerment. This study employs a quantitative approach using Structural Equation Modeling (SEM) via SmartPLS to analyse survey data from 202 employees at Bosch Vietnam Co., Ltd. The results reveal that service quality positively influences job satisfaction, with employee empowerment playing a crucial mediating role. Employees who receive strong internal service support feel more motivated and engaged. Empowerment also encourages independence, creativity, and the ability to solve problems, all of which make people happier at work. These findings contribute to the understanding of workplace dynamics by integrating service quality and empowerment into job satisfaction in the manufacturing industry.
Keywords
Service quality; Job satisfaction; Employee empowerment; PLS-SEM
Article Details
Field of Economic (JEL Codes)
L84 - Personal, Professional, and Business Services - Industry Studies: Services, M12 - Personnel Management • Executives; Executive Compensation - Business Administration, M54 - Labor Management - Personnel Economics
References
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Akdere, M., Top, M., & Tekingündüz, S. (2018). Examining patient perceptions of service quality in Turkish hospitals: The SERVPERF model. Total Quality Management & Business Excellence. https://doi.org/10.1080/14783363.2018.1427501
Al-Ababneh, M. M., Masadeh, M. A., Al-Shakhsheer, F. J., & Habiballah, M. A. (2018). The impact of internal service quality on job satisfaction in the hotel industry. Research in Hospitality Management, 8(1), 55–62. https://doi.org/10.1080/22243534.2018.1501182
Armstrong, G. S., Atkin-Plunk, C. A., & Wells, J. (2015). The relationship between work–family conflict, correctional officer job stress, and job satisfaction. Criminal Justice and Behavior, 42(10), 1066-1082. https://doi.org/10.1177/0093854815582221
Arshad, M., Qasim, N., Farooq, O., & Rice, J. (2022). Empowering leadership and employees’ work engagement: A social identity theory perspective. Management Decision, 60(5), 1218–1236. https://doi.org/10.1108/MD-11-2020-1485
Asif, M., Jameel, A., Hussain, A., Hwang, J., & Sahito, N. (2019). Linking transformational leadership with nurse-assessed adverse patient outcomes and the quality of care: Assessing the role of job satisfaction and structural empowerment. International Journal of Environmental Research and Public Health, 16(13). https://doi.org/10.3390/ijerph16132381
Aziri, B. (2011). Job satisfaction: A literature review. Management Research and Practice, 3(4), 77- 86.
Baluyos, G. R., Rivera, H. L., & Baluyos, E. L. (2019). Teachers’ job satisfaction and work performance. Open Journal of Social Sciences, 7(8), 206–221. https://doi.org/10.4236/jss.2019.78015
Bharadwaja, M., & Tripathi, N. (2020). Linking empowering leadership and job attitudes: The role of psychological empowerment. Journal of Asia Business Studies, 15(1), 110–127. https://doi.org/10.1108/JABS-03-2020-0098
Coenen, C., Waldburger, D., & von Felten, D. (2013). FM Servicebarometer: monitoring customer perception of service performance. Journal of Facilities Management, 11(3), 266-278. https://doi.org/10.1108/JFM-06-2012-0024
Dahinten, V. S., Lee, S. E., & MacPhee, M. (2016). Disentangling the relationships between staff nurses’ workplace empowerment and job satisfaction. Journal of Nursing Management, 24(8), 1060–1070. doi:10.1111/jonm.12407
Eliyana, A., Ma'arif, S., & Muzakki (2019). Job satisfaction and organisational commitment effect in the transformational leadership towards employee performance. European Research on Management and Business Economics, 25(3), 144–150. https://doi.org/10.1016/j.iedeen.2019.05.001
Fock, H., Chiang, F., Au, K. Y., & Hui, M. K. (2011). The moderating effect of collectivistic orientation in psychological empowerment and job satisfaction relationship. International Journal of Hospitality Management, 30(2), 319-328. https://doi.org/10.1016/j.ijhm.2010.08.002
Fornell, C., & Larcker, D. F. (1981). Structural equation models with unobservable variables and measurement error: Algebra and statistics. Journal of Marketing Research, 18(3), 382–388. https://doi.org/10.1177/002224378101800313
Goula, A., Rizopoulos, T., Stamouli, M.-A., Kelesi, M., Kaba, E., & Soulis, S. (2022). Internal quality and job satisfaction in health care services. International Journal of Environmental Research and Public Health, 19(3). https://doi.org/10.3390/ijerph19031496
Grobelna, A., & Marciszewska, B. (2013). Measurement of service quality in the hotel sector: The case of Northern Poland. Journal of Hospitality Marketing & Management, 22(3), 313– 332. https://doi.org/10.1080/19368623.2013.753816
Hair, J. F., Hult, G. T. M., Ringle, C. M., & Sarstedt, M. (2022). A primer on partial least squares structural equation modeling (PLS-SEM) (3rd ed.). Sage.
Han, X., Fang, S., Xie, L., & Yang, J. (2019). Service fairness and customer satisfaction. Journal of Contemporary Marketing Science, 2(1), 50-62. https://doi.org/10.1108/jcmars-01-2019-0003
Hanaysha, J., & Tahir, P. R. (2016). Examining the effects of employee empowerment, teamwork, and employee training on job satisfaction. Procedia - Social and Behavioral Sciences, 219, 272–282. https://doi.org/10.1016/j.sbspro.2016.05.016
Henseler, J., Ringle, C. M., & Sarstedt, M. (2015). A new criterion for assessing discriminant validity in variance-based structural equation modeling. Journal of the Academy of Marketing Science, 43, 115–135. https://doi.org/10.1007/s11747-014-0403-8
Idris, A., See, D., & Coughlan, P., (2018). Employee empowerment and job satisfaction in urban Malaysia: Connecting the dots with context and organisational change management. Journal of Organizational Change Management, 31(3), 697-711. https://doi.org/10.1108/JOCM-04-2017-0155
International Organization for Standardization. (2015). ISO 9000:2015 – Quality management systems: Fundamentals and vocabulary.
Ishikawa, K. (1985). What is total quality? the Japanese Way. Prentice-Hall.
Juran, J. M., & Godfrey, A. B. (1999). Juran's quality handbook (5th ed.). McGraw-Hill Education.
Kang, G. D., James, J., & Alexandris, K. (2002). Measurement of internal service quality: Application of the SERVQUAL battery to internal service quality. Managing Service Quality, 12(5), 278–291. https://doi.org/10.1108/09604520210442065
Kotler, P., Keller, K. L., Cunningham, P. H., & Sivaramakrishnan, S. (2009). Marketing management (Canadian 13th ed.). Pearson Education Canada
Lai, J.-Y., & Chou, C.-Y. (2008). A strategic approach of internal service quality for improving employees' job satisfaction in e-business. SIGMIS CPR '08: Proceedings of the 2008 ACM SIGMIS CPR Conference on Computer Personnel Doctoral Consortium and Research (pp. 141–150). Association for Computing Machinery. https://doi.org/10.1145/1355238.1355274
Lin, M., Wu, X., & Ling, Q. (2017). Assessing the effectiveness of empowerment on service quality: A multi-level study of Chinese tourism firms. Tourism Management, 61, 411–425. https://doi.org/10.1016/j.tourman.2017.03.001
Mira, M. S., Choong, Y. V., & Thim, C. K. (2019). The effect of HRM practices and employees’ job satisfaction on employee performance. Management Science Letters, 9(6), 771–786. https://doi.org/10.5267/j.msl.2019.3.011
Monje-Amor, A., Vázquez, J. P. A., & Faíña, J. A. (2020). Transformational leadership and work engagement: Exploring the mediating role of structural empowerment. European Management Journal, 38(1), 169-178. https://doi.org/10.1016/j.emj.2019.06.007
Nemteanu, M.-S., & Dabija, D.-C. (2021). The influence of internal marketing and job satisfaction on task performance and counterproductive work behavior in an emerging marketing during the COVID-19 pandemic. International Journal of Environmental Research and Public Health, 18(7). https://doi.org/10.3390/ijerph18073670
Nguyen, T. A. V., Tucek, D., Pham, N. T., & Nguyen, K. H. (2024). Quality 4.0 practices toward sustainable excellence in the manufacturing sector. Total Quality Management & Business Excellence, 35(13-14), 1593-1610. https://doi.org/10.1080/14783363.2024.2383616
Osahon, O. J., & Kingsley, O. (2016). Statistical approach to the link between internal service quality and employee job satisfaction: A case study. American Journal of Applied Mathematics and Statistics, 4(6), 178–184. https://doi.org/10.12691/ajams-4-6-3
Ozbozkurt, O. B., Yesilkus, F., & Korkmazyurek, H. (2021). Analysing the relationship between structural empowerment and perceived supervisor support. Journal of Transnational Management, 26(1), 4–17. https://doi.org/10.1080/15475778.2021.1885900
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49, 41–50. https://doi.org/10.1177/002224298504900403
Ping He, Suzanne K. Murrmann & Richard R. Perdue (2010): An Investigation of the Relationships among Employee Empowerment, Employee Perceived Service Quality, and Employee Job Satisfaction in a U.S. Hospitality Organization, Journal of Foodservice Business Research, 13:1, 36-50. http://dx.doi.org/10.1080/15378021003595947
Prakash, G., & Srivastava, S. (2019). Role of internal service quality in enhancing patient centricity and internal customer satisfaction. International Journal of Pharmaceutical and Healthcare Marketing, 13(1), 2–20. https://doi.org/10.1108/IJPHM-02-2018-0004
Qiu, H., Wang, N., & Li, M. (2021). Stimulating customer citizenship behavior with service climate: The mediating role of customer psychological empowerment. SAGE Open, 11(1). https://doi.org/10.1177/21582440211006065
Qureshi, M. A., Qureshi, J. A., Thebo, J. A., Shaikh, G. M., Brohi, N. A., & Qaiser, S. (2019). The nexus of employee’s commitment, job satisfaction, and job performance: An analysis of FMCG industries of Pakistan. Cogent Business and Management, 6(1). https://doi.org/10.1080/23311975.2019.1654189
Ringo, R. Y. S., Septyanto, D., & Ramli, A. H. (2023). Analysis of factors affecting customer satisfaction and customer loyalty in the Shopee marketplace. Majalah Ilmiah Bijak, 20(2), 293–310. https://doi.org/https://doi.org/10.31334/bijak.v20i2.3427
Saba, I. (2011). Measuring the job satisfaction level of the academic staff in Bahawalpur colleges. International Journal of Academic Research in Business and Social Sciences, 1(1), 12–19.
Saban, D., Basalamah, S., Gani, A., & Rahman, Z. (2020). Impact of Islamic work ethics, competencies, compensation, work culture on job satisfaction and employee performance: The case of four-star hotels. European Journal of Business and Management Research, 5(1). https://doi.org/10.24018/ejbmr.2020.5.1.181
Sadati, S. E. (2012). A survey relation of organisational culture and organisational citizenship behavior with employees' empowerment. Management Science Letters, 2(6), 2175-2186. https://doi.org/10.5267/j.msl.2012.05.030
Saif, N. I., & Saleh, A. S. (2013). Psychological empowerment and job satisfaction in Jordanian hospitals. International Journal of Humanities and Social Science, 3(16), 250–257.
Spreitzer, G. M. (1995). Psychological empowerment in the workplace: dimensions, measurement, and validation. Academy of Management Journal, 38(5), 1442–1465. https://doi.org/10.5465/256865
Van Nguyen, T. A., Nguyen, K. H., & Tucek, D. (2023). Total Quality Management 4.0 Framework: Present and Future. Total Quality Management, 16(3), 311-322. http://doi.org/10.31387/oscm0540391
Vu, L. (2023). Tiềm năng thị trường xuất khẩu linh kiện, phụ tùng ô tô năm 2024 [Potential export market for auto parts and components in 2024]. VnEconomy Automotive. https://vneconomy.vn/automotive/tiem-nang-thi-truong-xuat-khau-linh-kien-phu-tung-o-to-nam-2024.htm
Widodo, W., & Damayanti, R. (2020). Vitality of job satisfaction in mediation: the effect of reward and personality on organisational commitment. Management Science Letters, 10(9), 2131-2138. https://doi.org/10.5267/j.msl.2020.1.016
Yang, S.-B., & Lee, K.-H. (2009). Linking empowerment and job enrichment to turnover intention: The influence of job satisfaction. International Review of Public Administration, 14(2), 13-24. https://doi.org/10.1080/12294659.2009.10805152
Yousef, D. A. (2017). Organisational commitment, job satisfaction and attitudes toward organisational change: A study in the local government. International Journal of Public Administration, 40(1), 77-88. https://doi.org/10.1080/01900692.2015.1072217
Yuliandi, R. T. (2019). Work discipline, competence, empowerment, job satisfaction, and employee performance. International Journal of Recent Technology and Engineering, 8(3), 7209-7215. https://rusdintahir.com/wp-content/uploads/2019/11/C6221098319.pdf
Zeithaml, V. A., Parasuraman, A., & Berry, L. L. (1990). Delivering quality service: Balancing customer perceptions and expectations. Simon and Schuster.
Akdere, M., Top, M., & Tekingündüz, S. (2018). Examining patient perceptions of service quality in Turkish hospitals: The SERVPERF model. Total Quality Management & Business Excellence. https://doi.org/10.1080/14783363.2018.1427501
Al-Ababneh, M. M., Masadeh, M. A., Al-Shakhsheer, F. J., & Habiballah, M. A. (2018). The impact of internal service quality on job satisfaction in the hotel industry. Research in Hospitality Management, 8(1), 55–62. https://doi.org/10.1080/22243534.2018.1501182
Armstrong, G. S., Atkin-Plunk, C. A., & Wells, J. (2015). The relationship between work–family conflict, correctional officer job stress, and job satisfaction. Criminal Justice and Behavior, 42(10), 1066-1082. https://doi.org/10.1177/0093854815582221
Arshad, M., Qasim, N., Farooq, O., & Rice, J. (2022). Empowering leadership and employees’ work engagement: A social identity theory perspective. Management Decision, 60(5), 1218–1236. https://doi.org/10.1108/MD-11-2020-1485
Asif, M., Jameel, A., Hussain, A., Hwang, J., & Sahito, N. (2019). Linking transformational leadership with nurse-assessed adverse patient outcomes and the quality of care: Assessing the role of job satisfaction and structural empowerment. International Journal of Environmental Research and Public Health, 16(13). https://doi.org/10.3390/ijerph16132381
Aziri, B. (2011). Job satisfaction: A literature review. Management Research and Practice, 3(4), 77- 86.
Baluyos, G. R., Rivera, H. L., & Baluyos, E. L. (2019). Teachers’ job satisfaction and work performance. Open Journal of Social Sciences, 7(8), 206–221. https://doi.org/10.4236/jss.2019.78015
Bharadwaja, M., & Tripathi, N. (2020). Linking empowering leadership and job attitudes: The role of psychological empowerment. Journal of Asia Business Studies, 15(1), 110–127. https://doi.org/10.1108/JABS-03-2020-0098
Coenen, C., Waldburger, D., & von Felten, D. (2013). FM Servicebarometer: monitoring customer perception of service performance. Journal of Facilities Management, 11(3), 266-278. https://doi.org/10.1108/JFM-06-2012-0024
Dahinten, V. S., Lee, S. E., & MacPhee, M. (2016). Disentangling the relationships between staff nurses’ workplace empowerment and job satisfaction. Journal of Nursing Management, 24(8), 1060–1070. doi:10.1111/jonm.12407
Eliyana, A., Ma'arif, S., & Muzakki (2019). Job satisfaction and organisational commitment effect in the transformational leadership towards employee performance. European Research on Management and Business Economics, 25(3), 144–150. https://doi.org/10.1016/j.iedeen.2019.05.001
Fock, H., Chiang, F., Au, K. Y., & Hui, M. K. (2011). The moderating effect of collectivistic orientation in psychological empowerment and job satisfaction relationship. International Journal of Hospitality Management, 30(2), 319-328. https://doi.org/10.1016/j.ijhm.2010.08.002
Fornell, C., & Larcker, D. F. (1981). Structural equation models with unobservable variables and measurement error: Algebra and statistics. Journal of Marketing Research, 18(3), 382–388. https://doi.org/10.1177/002224378101800313
Goula, A., Rizopoulos, T., Stamouli, M.-A., Kelesi, M., Kaba, E., & Soulis, S. (2022). Internal quality and job satisfaction in health care services. International Journal of Environmental Research and Public Health, 19(3). https://doi.org/10.3390/ijerph19031496
Grobelna, A., & Marciszewska, B. (2013). Measurement of service quality in the hotel sector: The case of Northern Poland. Journal of Hospitality Marketing & Management, 22(3), 313– 332. https://doi.org/10.1080/19368623.2013.753816
Hair, J. F., Hult, G. T. M., Ringle, C. M., & Sarstedt, M. (2022). A primer on partial least squares structural equation modeling (PLS-SEM) (3rd ed.). Sage.
Han, X., Fang, S., Xie, L., & Yang, J. (2019). Service fairness and customer satisfaction. Journal of Contemporary Marketing Science, 2(1), 50-62. https://doi.org/10.1108/jcmars-01-2019-0003
Hanaysha, J., & Tahir, P. R. (2016). Examining the effects of employee empowerment, teamwork, and employee training on job satisfaction. Procedia - Social and Behavioral Sciences, 219, 272–282. https://doi.org/10.1016/j.sbspro.2016.05.016
Henseler, J., Ringle, C. M., & Sarstedt, M. (2015). A new criterion for assessing discriminant validity in variance-based structural equation modeling. Journal of the Academy of Marketing Science, 43, 115–135. https://doi.org/10.1007/s11747-014-0403-8
Idris, A., See, D., & Coughlan, P., (2018). Employee empowerment and job satisfaction in urban Malaysia: Connecting the dots with context and organisational change management. Journal of Organizational Change Management, 31(3), 697-711. https://doi.org/10.1108/JOCM-04-2017-0155
International Organization for Standardization. (2015). ISO 9000:2015 – Quality management systems: Fundamentals and vocabulary.
Ishikawa, K. (1985). What is total quality? the Japanese Way. Prentice-Hall.
Juran, J. M., & Godfrey, A. B. (1999). Juran's quality handbook (5th ed.). McGraw-Hill Education.
Kang, G. D., James, J., & Alexandris, K. (2002). Measurement of internal service quality: Application of the SERVQUAL battery to internal service quality. Managing Service Quality, 12(5), 278–291. https://doi.org/10.1108/09604520210442065
Kotler, P., Keller, K. L., Cunningham, P. H., & Sivaramakrishnan, S. (2009). Marketing management (Canadian 13th ed.). Pearson Education Canada
Lai, J.-Y., & Chou, C.-Y. (2008). A strategic approach of internal service quality for improving employees' job satisfaction in e-business. SIGMIS CPR '08: Proceedings of the 2008 ACM SIGMIS CPR Conference on Computer Personnel Doctoral Consortium and Research (pp. 141–150). Association for Computing Machinery. https://doi.org/10.1145/1355238.1355274
Lin, M., Wu, X., & Ling, Q. (2017). Assessing the effectiveness of empowerment on service quality: A multi-level study of Chinese tourism firms. Tourism Management, 61, 411–425. https://doi.org/10.1016/j.tourman.2017.03.001
Mira, M. S., Choong, Y. V., & Thim, C. K. (2019). The effect of HRM practices and employees’ job satisfaction on employee performance. Management Science Letters, 9(6), 771–786. https://doi.org/10.5267/j.msl.2019.3.011
Monje-Amor, A., Vázquez, J. P. A., & Faíña, J. A. (2020). Transformational leadership and work engagement: Exploring the mediating role of structural empowerment. European Management Journal, 38(1), 169-178. https://doi.org/10.1016/j.emj.2019.06.007
Nemteanu, M.-S., & Dabija, D.-C. (2021). The influence of internal marketing and job satisfaction on task performance and counterproductive work behavior in an emerging marketing during the COVID-19 pandemic. International Journal of Environmental Research and Public Health, 18(7). https://doi.org/10.3390/ijerph18073670
Nguyen, T. A. V., Tucek, D., Pham, N. T., & Nguyen, K. H. (2024). Quality 4.0 practices toward sustainable excellence in the manufacturing sector. Total Quality Management & Business Excellence, 35(13-14), 1593-1610. https://doi.org/10.1080/14783363.2024.2383616
Osahon, O. J., & Kingsley, O. (2016). Statistical approach to the link between internal service quality and employee job satisfaction: A case study. American Journal of Applied Mathematics and Statistics, 4(6), 178–184. https://doi.org/10.12691/ajams-4-6-3
Ozbozkurt, O. B., Yesilkus, F., & Korkmazyurek, H. (2021). Analysing the relationship between structural empowerment and perceived supervisor support. Journal of Transnational Management, 26(1), 4–17. https://doi.org/10.1080/15475778.2021.1885900
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49, 41–50. https://doi.org/10.1177/002224298504900403
Ping He, Suzanne K. Murrmann & Richard R. Perdue (2010): An Investigation of the Relationships among Employee Empowerment, Employee Perceived Service Quality, and Employee Job Satisfaction in a U.S. Hospitality Organization, Journal of Foodservice Business Research, 13:1, 36-50. http://dx.doi.org/10.1080/15378021003595947
Prakash, G., & Srivastava, S. (2019). Role of internal service quality in enhancing patient centricity and internal customer satisfaction. International Journal of Pharmaceutical and Healthcare Marketing, 13(1), 2–20. https://doi.org/10.1108/IJPHM-02-2018-0004
Qiu, H., Wang, N., & Li, M. (2021). Stimulating customer citizenship behavior with service climate: The mediating role of customer psychological empowerment. SAGE Open, 11(1). https://doi.org/10.1177/21582440211006065
Qureshi, M. A., Qureshi, J. A., Thebo, J. A., Shaikh, G. M., Brohi, N. A., & Qaiser, S. (2019). The nexus of employee’s commitment, job satisfaction, and job performance: An analysis of FMCG industries of Pakistan. Cogent Business and Management, 6(1). https://doi.org/10.1080/23311975.2019.1654189
Ringo, R. Y. S., Septyanto, D., & Ramli, A. H. (2023). Analysis of factors affecting customer satisfaction and customer loyalty in the Shopee marketplace. Majalah Ilmiah Bijak, 20(2), 293–310. https://doi.org/https://doi.org/10.31334/bijak.v20i2.3427
Saba, I. (2011). Measuring the job satisfaction level of the academic staff in Bahawalpur colleges. International Journal of Academic Research in Business and Social Sciences, 1(1), 12–19.
Saban, D., Basalamah, S., Gani, A., & Rahman, Z. (2020). Impact of Islamic work ethics, competencies, compensation, work culture on job satisfaction and employee performance: The case of four-star hotels. European Journal of Business and Management Research, 5(1). https://doi.org/10.24018/ejbmr.2020.5.1.181
Sadati, S. E. (2012). A survey relation of organisational culture and organisational citizenship behavior with employees' empowerment. Management Science Letters, 2(6), 2175-2186. https://doi.org/10.5267/j.msl.2012.05.030
Saif, N. I., & Saleh, A. S. (2013). Psychological empowerment and job satisfaction in Jordanian hospitals. International Journal of Humanities and Social Science, 3(16), 250–257.
Spreitzer, G. M. (1995). Psychological empowerment in the workplace: dimensions, measurement, and validation. Academy of Management Journal, 38(5), 1442–1465. https://doi.org/10.5465/256865
Van Nguyen, T. A., Nguyen, K. H., & Tucek, D. (2023). Total Quality Management 4.0 Framework: Present and Future. Total Quality Management, 16(3), 311-322. http://doi.org/10.31387/oscm0540391
Vu, L. (2023). Tiềm năng thị trường xuất khẩu linh kiện, phụ tùng ô tô năm 2024 [Potential export market for auto parts and components in 2024]. VnEconomy Automotive. https://vneconomy.vn/automotive/tiem-nang-thi-truong-xuat-khau-linh-kien-phu-tung-o-to-nam-2024.htm
Widodo, W., & Damayanti, R. (2020). Vitality of job satisfaction in mediation: the effect of reward and personality on organisational commitment. Management Science Letters, 10(9), 2131-2138. https://doi.org/10.5267/j.msl.2020.1.016
Yang, S.-B., & Lee, K.-H. (2009). Linking empowerment and job enrichment to turnover intention: The influence of job satisfaction. International Review of Public Administration, 14(2), 13-24. https://doi.org/10.1080/12294659.2009.10805152
Yousef, D. A. (2017). Organisational commitment, job satisfaction and attitudes toward organisational change: A study in the local government. International Journal of Public Administration, 40(1), 77-88. https://doi.org/10.1080/01900692.2015.1072217
Yuliandi, R. T. (2019). Work discipline, competence, empowerment, job satisfaction, and employee performance. International Journal of Recent Technology and Engineering, 8(3), 7209-7215. https://rusdintahir.com/wp-content/uploads/2019/11/C6221098319.pdf
Zeithaml, V. A., Parasuraman, A., & Berry, L. L. (1990). Delivering quality service: Balancing customer perceptions and expectations. Simon and Schuster.
How to Cite
Nguyen, T. A. V., Nguyen , K. H., & Nguyen, T. K. N. (2025). The relationship between employee empowerment, service quality and employee job satisfaction: A case study at Bosch Vietnam Co., Ltd. Journal of Finance - Marketing Research, 3(2), 110-123. https://doi.org/10.52932/jfmr.v3i2e.865