Empowerment: HR Strategies for Service Excellence

1st Edition

Authors: Conrad Lashley
Paperback ISBN: 9780750652445
Imprint: Butterworth-Heinemann
Published Date: 19th June 2001
Page Count: 300


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Table of Contents

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?


'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.

Key Features

A well-established and proven management technique Empowerment as a vital part of HR Strategy International industry case studies


3rd year undergraduates, postgraduates, academics and practitioners specializing in tourism and hospitality. Those specializing in generic business studies and HRM.


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About the Authors

Conrad Lashley Author

Professor Conrad Lashley is Professor of Leisure Retailing at the Centre for Leisure Retailing at the Nottingham Business School. His research interests have largely been concerned with service quality management, and specifically employee empowerment in service delivery. He works closely with several major industry organizations including the British Institute of Innkeeping, J. D. Wetherspoon and McDonald’s Restaurants Limited.

Affiliations and Expertise

Professor of Leisure Retailing, Centre for Leisure Retailing, Nottingham Business School, UK