Empowerment: HR Strategies for Service ExcellenceBy
- Conrad Lashley, Professor of Leisure Retailing, Centre for Leisure Retailing, Nottingham Business School, UK
'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.
3rd year undergraduates, postgraduates, academics and practitioners specializing in tourism and hospitality.
Those specializing in generic business studies and HRM.
Published: June 2001
Imprint: Butterworth Heinemann
- Employee empowerment: a framework of analysis; The psychology of empowerment; The relational dimension of empowerment; Forms of empowerment through participation; Forms of empowerment through involvement; Forms of empowerment through commitment; Forms of empowerment through delayering; Changes in working arrangements; Feeling empowered; Improved business performance; Empowerment and service quality management; Employment strategy and the service organization; Empowerment: another flash in the panaceas?