Grand Regency Hotel Essay

1428 Words Nov 15th, 2013 6 Pages

“Introducing the practice of empowerment so as to replicate the successes that John Becker had achieved back home (McShane & Sheen, 2012)” did not occur as intended with the Regency Grand Hotel. The series of events that occurred thereafter led to deterioration and poor overall performance (McShane & Sheen, 2012).

Incorrect implementation of empowerment is clearly the underlying cause for the hotel’s recent performance, which is explained by the Expectancy Theory of motivation and Dissatisfaction Model.


Empowerment was too quickly placed in action without the consideration of culture differences and previous working ethics. This led to hotel performance failure because of employee dissatisfaction. The
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Direct support was given to front-line employees to ensure that they understood what was expected. But once this influence was removed, employees began to struggle with classifying issues as minor or major. Proper training was also never implemented at the supervisory level, as managers ended correcting those employees who tried to classify issues. The actions of these managers displayed voice (Dissatisfaction model) by engaging in counterproductive behavior that resisted the changes Becker tried to enforce.
A “chain-effect” begins to take place, most of it due to unclear lines of authority and communication. The Expectancy theory of motivation explains the behavior of the workers as they became confused with what Becker wanted. In most cases, managers continuously reacted by reprimanding those employees who tried to enforce employee empowerment. This caused employees to eventually give up because they received punishment for acting otherwise.

The Dissatisfaction model also gave insight as to why employees started behaving the way they did in several instances. One such instance is when employees began to report every incident, minor or major (McShane & Steen, 2012). This led to Becker becoming exhausted, frustrated and he responded with a combination of neglect and loyalty (Dissatisfaction model). Becker mirrors loyalty by avoiding the situation and waiting for the issue to be either worked out on its

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