“Empowerment is not simply sharing power but distributing power, whereby employees might be given power or control over some or all aspects of the task, from scheduling jobs to making decisions to implementing ideas. Empowerment strengthens employees, providing them with a sense of ownership and control over their jobs. But, employees may be wary of empowerment, partly due to the potential for hostility and blame and the potential benefits are low. Managerial interest in employee empowerment in the hospitality industry has basically been associated with concern to gain competitive advantage through improvements in service quality. Advocates of empowerment claim some impressive benefits to hospitality operators who introduce empowerment to their organisations. If the key aim of the organisation’s business strategy is to gain competitive advantages through enhanced service quality, the benefits of empowerment aren’t precisely drawn” (Lashley, 1995).
problem 1: Using a service context of your choice, discuss and describe the benefits of empowerment and problems associated with the disempowerment to the hospitality operations.
problem 2: describe three of the following managerial meanings of empowerment:
i) Empowerment through participation
ii) Empowerment through involvement
iii) Empowerment through commitment
iv) Empowerment through delayering
problem 3: Critically describe the reluctance of employees towards empowerment.