Empowering Service Excellence

Since the service sector now occupies 70% of UK business, it represents an important part of the country's economic success. This book contains examples from Europe, UK and USA where service quality has been improved through the empowerment of employees. It provides a systematic overview of employee empowerment as a strategy for resolving service quality problems. The book shows the key issues involved in improving quality in the service sector, covering topics such as customer satisfaction, standardization of service and "scripted" interactions, definitions of quality, satisfaction and value, motives for employee empowerment and implications for management.