Title

Empowerment in hospitality organizations: Customer orientation and organizational support

Authors

Authors

H. Ro;P. J. Chen

Comments

Authors: contact us about adding a copy of your work at STARS@ucf.edu

Abbreviated Journal Title

Int. J. Hosp. Manag.

Keywords

Empowerment; Customer orientation; Training; Reward; Service standards; communication; PSYCHOLOGICAL EMPOWERMENT; EMPLOYEE EMPOWERMENT; SERVICE-QUALITY; EMPIRICAL-EVIDENCE; PERFORMANCE; SATISFACTION; MANAGEMENT; COMMITMENT; OUTCOMES; ANTECEDENTS; Hospitality, Leisure, Sport & Tourism

Abstract

Although empowering employees has often been prescribed as an efficient strategy for hospitality organizations, the strategy alone cannot ensure success. Individual and organizational factors should be considered to increase employees' perception of empowerment. This study examines the impact of employees' customer orientation and organizational factors on the employee empowerment perceptions. Our findings, based on a survey of 203 guest contact employees, suggest that organizations should hire customer oriented people, guide them with service training, provide a reward system, and facilitate service standards communication in order to increase perceived empowerment. Implications of these findings for hospitality service managers are discussed. (C) 2010 Elsevier Ltd. All rights reserved.

Journal Title

International Journal of Hospitality Management

Volume

30

Issue/Number

2

Publication Date

1-1-2011

Document Type

Article

Language

English

First Page

422

Last Page

428

WOS Identifier

WOS:000288470600023

ISSN

0278-4319

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