ENHANCING QUALITY OF SERVICE DELIVERY THROUGH EMPLOYEE EMPOWERMENT

The influence of employee empowerment on service quality and customer satisfaction is becoming very significant to the management in many service organizations. Empowerment is a panacea for many organization's ills when it is implemented with care. Managers and employees alike agree that empowerment is so crucial element in an organization. In the same line Organizations perceive empowerment as a strategy to develop employees and serve customers. If empowerment is great for customer service and employee motivation, why is empowerment not implemented effectively? Is the question that this thesis seeks to answer.

Autorentext

Autores: Kipruto Walter: Licenciado en Educación (Artes), MSC en Recursos Humanos, y actualmente candidato al doctorado en Recursos Humanos en la Universidad de Moi. Prof. Ruth Tubey: Profesora titular del departamento de Gestión de Turismo y Hostelería de la Universidad de Moi. Shadrack Kipkoech Sitienei: Profesor del departamento de Filosofía, Historia y Religión de la Universidad de Egerton.