Empowerment: HR Strategies for Service Excellence

Empowerment: HR Strategies for Service Excellence

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'Empowerment: HR strategies for service excellence' shows managers and students the importance of empowerment as part of human resource strategy. It provides a critical perspective of this established vital management technique, identifying factors that will lead to a win: win situation for all concerned. When successfully incorporated as part of HR strategy, empowerment can: * enable organizations to gain commercial and competitive advantage * become more flexible * improve employee commitment * use the skills of individual employees to best advantage and enhance personal capabilities. 'Empowerment: HR strategies for service excellence' uses case studies from companies such as McDonalds, TGI Fridays and Harvester Restaurants to build a picture of empowerment of service employees in context, illustrating how different forms of empowerment are employed and different working arrangements are practiced.problems for the definition, delivery and measurement of consistent service quality. Early attempts to define service quality tended to distinguish between those aspects that were capable of objective measurea€” ment and those which are moreanbsp;...

Title:Empowerment: HR Strategies for Service Excellence
Author:Conrad Lashley
Publisher:Routledge - 2012-05-16


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