Industry Profiles - General & Miscellaneous, Consumer Industries - General & Miscellaneous, Customer Service, Industrial Quality Control
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Overview
Seventy per cent of business in the UK is now considered part of the service sector. This book is full of examples where service quality has been improved through empowerment of employees. Lashley provides a systematic overview of empowerment as a key strategy for resolving some of the problems faced by our service sector industries. The book covers a wide range of issues including customer satisfaction, definitions of quality, motives for employee empowerment, and implications for management.Editorials
Booknews
Using his own studies of McDonald's, TGI Friday's and Harvester Restaurants<-->representatives of three different approaches to empowering employees<-->the author provides a critical appraisal of employee empowerment as a management technique for service sector organizations. His detailed study includes discussions of definitions and myths; managerial meanings of empowerment (participation, involvement, commitment, and delayering); and human resource management. Distributed in the US by Books International. Annotation c. by Book News, Inc., Portland, Or.Book Details
Published
November 6, 1997
Publisher
Thomson Learning
Pages
208
Format
Paperback
ISBN
9780304331666