1st Edition

Empowerment: HR Strategies for Service Excellence

By Conrad Lashley Copyright 2001
    320 Pages
    by Routledge

    320 Pages
    by Routledge

    '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.

    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?

    Biography

    Conrad Lashley