Abstract:
Several elements could affect human performance in hospitality organizations; one of these elements is empowerment. Empowerment is the process of enabling employees in many forms and ways including delegating, training and development, job rotation, and fair promotion opportunities. Hospitality organizations need to empower their employees to go extra miles to meet customer expectations. Using data gathered form front office employees in three-star and five-star hotels, this study investigated the effects of employee empowerment on employee job satisfaction and employee performance. The study employed a self-administered questionnaire consisted of 29 items. The items divided into five groups as job involvement (JI), organizational …show more content…
For instance, in the Hilton hotels, empowerment has been used to describe employee involvement in developing departmental service standards. In McDonald’s restaurants, empowerment has been used to describe suggestion schemes. In Harvester restaurants, empowerment has been used to describe independent work groups and removal of levels of management (Ayupp and Chung, 2010). Generally, the idea of empowerment depends on a high degree of flexibility and acting freely to make decisions in the workplaces. Most definitions of empowerment focused on giving employees more authority, freedom, and discretion in some tasks which related to the one’s …show more content…
Customer perception, satisfaction and loyalty are developed during such interactions. Frontline employees should be satisfied in order to deliver quality service and satisfaction to customers (Spinelli and Canavos, 2000). Efraty and Sirgy (1990) described job satisfaction as “one’s effective appraisal of various job dimensions”. Salaries, wages, relationship with coworkers and supervisors, promotion policies, empowerment and work itself are important indicators of job satisfaction (Gallardo et al. 2010; Lee and Way, 2010). In particular, previous researches (e.g., Joo and Park, 2009) showed positive relationships between the different forms of empowerment and employee job satisfaction. Employees felt satisfied if they were involved in decision making processes, gained appropriate job training and employee benefits, and had an effective manager (Spinelli and Canavos, 2000). Therefore, this study hypothesizes
Several elements could affect human performance in hospitality organizations; one of these elements is empowerment. Empowerment is the process of enabling employees in many forms and ways including delegating, training and development, job rotation, and fair promotion opportunities. Hospitality organizations need to empower their employees to go extra miles to meet customer expectations. Using data gathered form front office employees in three-star and five-star hotels, this study investigated the effects of employee empowerment on employee job satisfaction and employee performance. The study employed a self-administered questionnaire consisted of 29 items. The items divided into five groups as job involvement (JI), organizational …show more content…
For instance, in the Hilton hotels, empowerment has been used to describe employee involvement in developing departmental service standards. In McDonald’s restaurants, empowerment has been used to describe suggestion schemes. In Harvester restaurants, empowerment has been used to describe independent work groups and removal of levels of management (Ayupp and Chung, 2010). Generally, the idea of empowerment depends on a high degree of flexibility and acting freely to make decisions in the workplaces. Most definitions of empowerment focused on giving employees more authority, freedom, and discretion in some tasks which related to the one’s …show more content…
Customer perception, satisfaction and loyalty are developed during such interactions. Frontline employees should be satisfied in order to deliver quality service and satisfaction to customers (Spinelli and Canavos, 2000). Efraty and Sirgy (1990) described job satisfaction as “one’s effective appraisal of various job dimensions”. Salaries, wages, relationship with coworkers and supervisors, promotion policies, empowerment and work itself are important indicators of job satisfaction (Gallardo et al. 2010; Lee and Way, 2010). In particular, previous researches (e.g., Joo and Park, 2009) showed positive relationships between the different forms of empowerment and employee job satisfaction. Employees felt satisfied if they were involved in decision making processes, gained appropriate job training and employee benefits, and had an effective manager (Spinelli and Canavos, 2000). Therefore, this study hypothesizes