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Empowering Service Employees
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By David E. Bowen and Edward E. Lawler III
Summer 1995
Reprint 3646
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Volume 36, Number 4, pages 75-84, 10 pages
Primary Topic: Human Resources
Secondary Topic: Service and Quality
SummaryThe production-line approach to service is being challenged by an employee empowerment approach. Despite its growing popularity, many managers are till uncertain about empowerment's impact. The authors describe the returns a company can expect from empowering service employees, which include a number of favorable business results, but new management changes as well. |
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