Empowerment: HR Strategies for Service Excellence  book cover
1st Edition

Empowerment: HR Strategies for Service Excellence

ISBN 9780750652445
Published July 2, 2001 by Routledge
320 Pages

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Book Description

'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.

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?

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Conrad Lashley