Empowerment

From Servipedia

empowerment

authorizing employees to find solutions to service problems and make appropriate decisions about responding to customer concerns without having to obtain a supervisor's approval.

The original version of this page was created from Lovelock and Wirtz (2007). That original version is (c) 2007 Christopher H. Lovelock and Jochen Wirtz. Other terms are available in the Glossary.