Towards an understanding of employee empowerment in hospitality services

Abstract

Interest in employee empowerment in hospitality operations is largely concerned with the improvement of customer service quality. Specifically, it is intended that through empowerment employees will be more committed to successful service encounters and will have the necessary discretion and autonomy to do whatever is needed to “delight the customer”. Investigation of the various initiatives under the name of empowerment reveals a variety of managerial meanings and motives for empowering employees. Four different motives can be identified. These shape the nature of the initiatives selected in an organization. These in turn are likely to generate different levels of commitment, and allow different degrees of autonomy and discretion among the empowered. Provides a framework for understanding managerial motives in selecting different forms of empowerment. Suggests some contextual factors which are likely to influence managerial perceptions, and finally considers the impact of initiatives on the empowered.