The analysis showed that the three conditions were met. Model 8 shows a significant
relationship between organisational empowerment (independent variable) and
customer-oriented behaviour (dependent variable). Model 9 shows a significant
relationship between psychological empowerment and affective commitment (mediating
variables) and customer-oriented behaviour (dependent variable). The impact of job
satisfaction on customer-oriented behaviour was insignificant; however, the coefficient of
determination shows that cumulatively the three attitudes have a significant impact on
customer-oriented behaviour. When organisational empowerment and the three attitudes
were entered (Model 10), the effects of organisational empowerment on
customer-oriented behaviour vanished, suggesting support for the hypothesised
mediating influence of employee attitudes between organisational empowerment and
customer-oriented behaviour. Thus, H2 is partially supported.