Empowerment in hospitality organizations: Customer orientation and organizational support

    Authors

    H. Ro;P. J. Chen

    Comments

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    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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