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Volume 8, Issue 6
1 December 1998
This article was originally published in
Managing Service Quality
Managing Service Quality Cover Image for Volume 8, Issue 6
Conceptual Paper| December 01 1998

Empowerment ‐ the key to quality service

John Tschohl
President of the Service Quality Institute, Minneapolis, Minnesota, USA
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Author & Article Information
Publisher: Emerald Publishing
Online ISSN: 1758-8030
Print ISSN: 0960-4529
© MCB UP Limited
1998
Managing Service Quality: An International Journal (1998) 8 (6): 421–425.
https://doi.org/10.1108/09604529810235105

Discusses employee empowerment techniques and illustrates with examples. Presents four myths of empowerment, five suggestions to achieve empowerment and nine tips on handling difficult customers.

Keywords: Customer Service, Empowerment, Service quality
© MCB UP Limited
1998
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