Published by:
MIT Sloan School of Management
Length: 14 pages
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Abstract
The production-line approach to service is being challenged by an employee empowerment approach. Despite its growing popularity, many managers are till uncertain about empowerment''s impact. The authors describe the returns a company can expect from empowering service employees, which include a number of favorable business results, but new management changes as well.
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Abstract
The production-line approach to service is being challenged by an employee empowerment approach. Despite its growing popularity, many managers are till uncertain about empowerment''s impact. The authors describe the returns a company can expect from empowering service employees, which include a number of favorable business results, but new management changes as well.