ABSTRACT
One of the rarely expressed, but clearly present aspirations for empowerment is that it will enable organizational members, whether workers or managers, to manage their emotions in a way that ultimately enhances organizational effectiveness. Service organizations specifically, require employees to engage customers in a way that builds a perception of genuine delight in meeting their service needs. For organizational members in general it is hoped that empowerment will enable employees to generate feelings of loyalty and a sense of personal worth within that organization. Empowerment is an initiative that attempts to create an emotional bond between the individual and the organization.
