ABSTRACT
The empowerment of employees occurs at a number of different levels and meets different managerial needs and meanings. The definitions provided in Chapter 1 suggested that there were differences of emphasis between those definitions that stressed that employee empowerment was chiefly concerned with sharing decision-making power such as those highlighted in Chapter 4, and those definitions that see empowerment as being concerned with employees accepting responsibility for the service encounter. This chapter focuses on forms of empowerment that operate at this level. In other words they are initiatives that involve little by way of decision-making, or even in making suggestions which better inform managerial decisions. They aim to 107develop to empower employees by developing commitment to the service encounter and creating customer satisfaction.
