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The impact of employee empowerment on service quality and customer satisfaction in service organizations

 Department: Hospitality Management  
 By: usericon Israelim31  

 Project ID: 5918
   Rating:  (5.0) votes: 1
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Employee empowerment is a very important issue to organizations, especially those providing services. This is because the customers and employees are engaged simultaneously in service production. The inability of the management to control the service encounter makes the employees responsible for the quality of service delivered to the customers. This practice can directly affect the quality of service. The objective of this study is thus to determine the impact employee empowerment has on service quality in the service organization. The study covered two selected hotels in Owerri Imo State. Questionnaires were distributed to thirty staff and ten customers of the selected hotels. The study found out that employee empowerment has a positive and significant impact on service quality and customer satisfaction. It recommends that service organizations should continue to promote teamwork amongst employees so that every staff irrespective of gender would work towards a common vision of achieving the objectives of the organization and also meet customer satisfaction. A more enabling environment for new employees should also be encouraged so that there will be a balance in enhancing productivity. ...
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