EMPOWERING SERVICE EMPLOYEES

Authors
BOWEN DE LAWLER EE
Citation
De. Bowen et Ee. Lawler, EMPOWERING SERVICE EMPLOYEES, Sloan management review, 36(4), 1995, pp. 73-84
Citations number
35
Categorie Soggetti
Management,Business
Journal title
Sloan management review → ACNP
ISSN journal
0019848X
Volume
36
Issue
4
Year of publication
1995
Pages
73 - 84
Database
ISI
SICI code
0019-848X(1995)36:4<73:ESE>2.0.ZU;2-A
Abstract
THE PRODUCTION-LINE APPROACH TO SERVICE IS BEING CHALLENGED BY AN EMPL OYEE EMPOWERMENT APPROACH. DESPITE ITS GROWING POPUlarity, many manage rs are still uncertain about empowerment's impact. The authors describ e the returns a company can expect from empowering service employees, which include a number of favorable business results, but new manageme nt challenges as well.