...Liz Gill; Lesley White; Ian Douglas Cameron Purpose The purpose of the paper is to identify and describe the themes underlying four concepts: client orientation, client involvement, provider empowerment, and client empowerment, which have been reported in the literature as influencing service...

...Thomas Chi Keung Chan; Keith Yong Ngee Ng; Gian Casimir Purpose The purpose of this paper is to examine whether the relationship between psychological empowerment and performance on service quality is moderated by the need for achievement. Design/methodology/approach Data were collected from...

... and recruitment processes, extensive training and retraining, successful service delivery teams, empowerment of front‐line staff to control service quality, and motivating staff through rewards and recognition. Practical implications This research has implications for organisations that aim to deliver...

... discussion paper that canvasses a range of issues in service encounters, especially the problems of empowerment and service recovery. Although a structured approach to service recovery (often involving 100 per cent guarantees) is popular in the tourism and leisure industry, this precludes spontaneity...

... Publishing Limited 2004 Quality Quality improvement Middle management Empowerment The middle managers role within today's organisation has changed considerably. Companies have downsized, employees have become empowered, and the middle manager feels that his/her position within...

... organisations; controlled certification systems; public regulation; and anarchic Internet‐based consumer networks. Suggests that only transnational organisations are able to take full advantage of the potential benefits to the industry of consumer empowerment. Finally, puts forward possible policy actions...

... in these centres had led to the use of a traditional “production‐line” management approach. Recently, as a result of both customers’ and employees’ expectations rising in relation to service delivery, the trend is for call centre operations to become more focused on staff empowerment, moving away from...

...Subhash G. Durlabhji; Marcelline R. Fusilier Total quality management (TQM) principles of 100 percent customer satisfaction/zero defects, self‐managing or autonomous teams, employee empowerment, and continuous process evaluation and improvement were utilized in the design and implementation...

... Empowerment Goals Learning Motivation Success David McNally, author of Even Eagles Need a Push, was having his shoes shined in the lobby of the Opryland Hotel in Nashville. Zee, the shoe shine man worked quickly and skillfully, humming and talking as he did so. His smile and his cheerful...

...Karen Honegger; Steven H. Appelbaum Examines the relationship between empowerment, desire to be empowered and perceived control among professional nursing staff in a small healthcare institution where recent attempts at empowerment have had limited success. A sample of 31 nurses and nursing...

...John Tschohl 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. To make empowered decisions means taking risks, but the greatest concern for many...

...L. Gary Moore; Willie E. Hopkins; Shirley A. Hopkins Members of the Original Equipment Manufacturer Group (OMEG) at National Semiconductor Corporation (NSC) were used to help answer the question of whether empowerment programs, independent of quality improvement programs such as total quality...

...Sarah Cook; Steve Macaulay Many organizations are embracing the concept of empowerment, the devolution of responsibility and ownership for decisions in the workplace. Considers how empowerment can lead to a positive approach to complaint management which benefits both the customer...

... Empowerment The Automobile Association (AA) has a 90‐year tradition of service, our original motto of courtesy and care says it all. It is an organization in which it is almost taken for granted that the needs of the member comes first. We have remained the UK’s leading assistance organization, despite...

... Employees Empowerment South Africa The world’s largest consulting firm specializing in quality management, Philip Crosby Associates, was founded in Florida, USA, in 1979, and has since that time trained more than one million people in quality management, and worked internationally with over 2,000...

.... Customer service Employees Empowerment Management Motivation Organizations Strategy Training In a recent survey of 600 organizations, customer care appeared among the top five training requirements. Both public and private sector were well represented in the sample. The training requirement...

... organizations is their ability to integrate activities to telling effect in the three areas of their marketplace, their operations and their culture. Sustained competitiveness leads from the holistic management of all three. © MCB UP Limited 1995 Competitiveness Empowerment Organizations TQM...

... against the programme. Concludes that empowering technologies should give people the tools to change themselves, rather than enforce change, or they will be wrongly applied, resulting in waste. © MCB UP Limited 1995 Costs Employees Empowerment Organizational change The “paradigm‐shift...

... went up. BPR Customer satisfaction Empowerment Strategic management In the early 1990s there was a sea change in the European business environment that sent many successful companies of the 1980s back to the drawing board to find new ways to compete. These companies had learned...

... in the training and, what is now known as the Southern California Coalition for Improving Health Care Quality was set up. Explains that the key to improved quality is empowerment and enthusiasm of the staff. Discusses the problems which had to be tackled and solutions found, and outlines a few examples of success...