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The Empowerment of Service Workers: What, Why, How, and When
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By David E. Bowen and Edward E. Lawler III
Spring 1992
Reprint 3333
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Volume 33, Number 3, pages 31-39, 9 pages
Primary Topic: Human Resources
Secondary Topic: Service and Quality
SummaryIn recent years, businesses have rushed to adopt an empowerment approach to service delivery in which employees face customers "free of rulebooks," encouraged to do whatever is necessary to satisfy them. But that approach may not be right for everyone. Bowen and Lawler look at the benefits and costs of empowering employees, the range of management practices that empower employees to varying degrees, and key business characteristics that affect the choice of approaches. Managers need to make sure that there is a good fit between their organizational needs and their approach to frontline employees. |
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