A study of employee empowerment using interviews and observation of ten five-star hotels in Amsterdam, the Netherlands, was held in mid-1995. The study revealed that: 1. All the managers interviewed stated that they encouraged employee involvement in decisions and actions impinging on service quality. However, this rhetoric was not matched in practice. In all ten…

BPIR Categories

8.2.2 Create an environment for empowerment/innovation
9.7.1 Encourage employee involvement and feedback
6.4.1 Improve process/service performance

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