...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...

... 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 the organisation is becoming less...

... 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...

...@servicequality.com © MCB UP Limited 1999 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...

...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...

...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. © MCB UP Limited 1998 Customer Service Empowerment Service quality...

...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...

...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...

.... But the key to everything is creating the environment in which customer‐facing staff feel empowered to make decisions which will ensure the member is satisfied. In the last year I have introduced a distinction which is important within the AA and vital in deciding the limits to empowerment. It may also...

... by taking part can they really begin to appreciate the situation. It also helps them to model the behaviours of staff who have a successful track record of customer care. © MCB UP Limited 1996 Customer service Employees Empowerment Management Motivation Organizations Strategy Training...

... believe it can make a difference in their home lives. A second product Quality ‐ My Life has been specifically developed for this purpose and is currently being piloted in a mining community. © MCB UP Limited 1996 Employees Empowerment South Africa The world’s largest...

... 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...

... . Covey , S. , The Seven Habits of Highly Effective People , Simon & Schuster , Hemel Hempstead , 1989 . © MCB UP Limited 1995 Costs Employees Empowerment Organizational change The “paradigm‐shift” programme is a new genre purporting to change organizational culture...

... than falling into the trade‐off trap. The only way to achieve this is through strategic management and leadership. © MCB UP Limited 1995 BPR Customer satisfaction Empowerment Strategic management In the early 1990s there was a sea change in the European business environment that sent...

.... Therefore, structure the ISO 9000 registration effort in a way that supports the concepts of total quality: employee empowerment and involvement, teamwork, emphasizing cross‐functional communication and, paramount among these, customer focus. Discusses these concepts using examples from the experience...