Empowerment: "Lip service" or "guest service"

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Title: Empowerment: "Lip service" or "guest service"
Author: Bowman, Earle Lindel
Abstract: The purpose of this study was to ascertain indications of hotel operators' understanding and application of empowerment. While there was a large amount of literature available on empowerment, there were few writings specific to the hotel industry. Little, if any, research exists on empowerment usage in the hospitality industry. Also, the term empowerment is poorly defined. The study additionally sought information on which job positions were affected and the completeness of implementation of empowerment programs. The pilot study used a deep probe technique to develop information from operating heads of full service hotels. It found preliminary indications that the concepts of empowerment were known, were applied, and affected primarily front office personnel.
Record URI: http://hdl.handle.net/1850/12011
Date: 1993

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