Empowerment in Hospitality Organizations: Customer Orientation and Organizational Support

Keywords

Empowerment, Customer orientation, Training; Reward, Service standards communication

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.

Publication Date

10-20-2010

Original Citation

Ro, Heejung and Chen, Po-Ju (2011). Empowerment in hospitality organizations: customer Orientation and organizational support. International Journal of Hospitality Management. 30, 422-428

Number of Pages

422-428

Document Type

Paper

Language

English

Source Title

International Journal of Hospitality Management

Volume

30

Issue

2

College

Rosen College of Hospitality Management

Location

Rosen College of Hospitality Management

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