A customer‐oriented framework for empowering service employees

摘要: While a great deal has been written on the subject of empowerment employees in manufacturing industries, its application services area is relatively under‐developed. In fact, special nature services, and particular simultaneity production consumption one major reasons for arguing that contact should be allowed degree discretion when dealing with customers. However, some authors have argued service little or no discretion. This suggests approach to participation contingent one. That is, not suitable all occasions types employees. Outlines contingency framework Argues appropriate levels given depends combination complexity variability customer needs, task involved delivering needs. It also that, any it essential type included.