Empowerment: HR strategies for service excellence

Shows managers and students the importance of empowerment as part of human resource strategy. It provides a critical perspective of this established vital management technique, identifying factors that will lead to a win: win situation for all concerned. When successfully incorporated as part of HR strategy, empowerment can:

• enable organizations to gain commercial and competitive advantage
• become more flexible
• improve employee commitment
• use the skills of individual employees to best advantage and enhance personal capabilities

'Empowerment: HR strategies for service excellence' uses case studies from companies such as McDonald's, TGI Fridays, and Harvester Restaurants to build a picture of empowerment of service employees in context, illustrating how different forms of empowerment are employed and different working arrangements are practiced.