ABSTRACT
Motivation, leadership, empowerment, workers, and service quality are all inextricably intertwined in any organization that seeks to satisfy guests, customers, and others whom it serves. When the organization operates within the hospitality, tourism, and leisure sector, much or all of its output will necessarily be an intangible service rather than a hard product. The service will likely be perishable, delivered directly to the consumer, and not subject to the types of quality assurance measures that may be used when manufacturing, distributing, and selling a product.
