Buradasınız

Anasayfa » Content

Empowerment: Hotel employees’ perspective

Journal Name:

  • Journal of Industrial Engineering and Management

Publication Year:

  • 2010
DOI: 
doi:10.3926/jiem.2010.v3n3.p561-575

Key Words:

Author NameUniversity of AuthorFaculty of Author
Abstract (2. Language): 
Abstract: An empowered worker is a knowledgeable worker. Thus, the aims of this study were to examine how empowerment is perceived by the front-line hotel employees and secondly, to identify the factors affecting empowerment within the industry. Factors such as communication, coaching, participation, training and reward were examined for any significant relationship with empowerment, along with whether the employee’s socio-demographic characteristics affected their perceptions of empowerment. The findings indicated that except for gender, socio-demographic factors were not a strong influence on the diffusion of empowerment among employees. In order to ensure that the employees feel empowered, factors such as communication, coaching, participation, training and reward should be given due attention by the management. Based on the findings, implications for companies are discussed and further research is suggested.
Bookmark/Search this post with
FULL TEXT (PDF): 
PDF icon arastirmax-empowerment-hotel-employees-perspective.pdf
  • 3
561-575
  • English

REFERENCES

References: 

Bandura, A. (1977). Self-efficacy: Toward a unifying theory of behavioral change. Psychological Review, 84, 191-215. doi:10.1037/0033-295X.84.2.191
Berry, L.L., & Parasuraman, A. (1991). Marketing Services: Competing through Quality. NY: The Free Press.
Bowen, D., & Lawler, E. (1992). The empowerment of service workers: What, why, how and when. Sloan Management Review, 33(3), 31-39.
Bowen, D., & Lawler, E. (1995). Empowering service employees. Sloan Management Review, Summer, 73-83.
Caudron, S. (1995). Create an empowering environment. Personnel Journal, 74(9), 28.
Conger, J.A. & Kanungo, R.N. (1988). The empowerment process: integrating theory and practice. Academy of Management Review, 13(3), 471-82. doi:10.2307/258093
Del Val, M.P., & Lloyd, B. (2003). Measuring Empowerment. Leadership & Organization Development Journal, 24(2), 102-108. doi:10.1108/01437730310463297
Erstad, M. (1997). Empowerment and organizational change. International Journal of Contemporary Hospitality Management, 9(7), 325 – 333. doi:10.1108/09596119710190976
doi:10.3926/jiem.2010.v3n3.p561-575 JIEM, 2010 – 3(3): 561-575 – Online ISSN: 2013-0953
Print ISSN: 2013-8423
Empowerment: hotel employees’ perspective 572
K. Ayupp; T. H. Chung
Forrester, R. (2000). Empowerment: rejuvenating a potent idea. Academy of Management Executive, 14(3), 67–80.
Foy, N. (1994). Empowering People at Work. London: Gower Publishing.
Gatewood, R.D., & Riordan, C.M. (1997). The development and test of a model of total quality: Organizational practices, TQ principles, employee attitudes, and customer satisfaction. Journal of Quality Management, 2(1), 41-66. doi:10.1016/S1084-8568(97)90021-3
Gist, M.E., & Mitchell, T.R. (1992). Self-efficacy: a theoretical analysis of its determinants and malleability. Academy of Management Review, 17, 183-211. doi:10.2307/258770
Greasley, K., Bryman, A., Dainty, A., Price, A., Soetanto, R., & King, N. (2005). Employee perceptions of empowerment. Employee Relations, 27(4), 354-368. doi:10.1108/01425450510605697
Hart, C.W.L., Heskett, J.L., & Sasser, W.E. (1990). The profitable art of service recovery. Harvard Business Review, 68(3), 148-56.
Hirst, M. (1992). Creating a service driven culture globally. International Journal of Contemporary Hospitality Management, 4(1).
Itzhaky, H., & York, A.S. (2000). Empowerment and community participation: does gender make a difference?. Social Work Research, 24, 225-234.
Konczak, L.J., Stelly, D.J., & Trusty, M.L. (2000). Defining and measuring empowering leader behaviors: development of an upward feedback instrument. Educational and Psychological Measurement, 60(2), 301-13. doi:10.1177/00131640021970420
Lovelock, C. (1983). Classifying services to gain strategic marketing insights. Journal of Marketing, 47, 9-20. doi:10.2307/1251193
Maister, D., & Lovelock, C. (1982). Managing facilitator services. Sloan Management Review, 19-31.
doi:10.3926/jiem.2010.v3n3.p561-575 JIEM, 2010 – 3(3): 561-575 – Online ISSN: 2013-0953
Print ISSN: 2013-8423
Empowerment: hotel employees’ perspective 573
K. Ayupp; T. H. Chung
Maslow, A. (1970). Motivation and Personality. New York, NY: Harper & Row.
Menon, S. (1995). Employee Empowerment: Definition, Measurement and Construct Validation. McGill University.
Moller, C. (1994). Employeeship: The necessary prerequisite for empowerment. Empowerment in Organisations, 2(2), 4-13.
Nesan, L.J., & Holt, G.D. (1999). Empowerment in construction: the way forward for performance improvement. Research Studies Press Ltd. Hertfordshire, UK. ISBN: 0-86380-245-1.
Niehoff, B.P., Enz, C.A., & Grover, R.A. (1990). The impact of top management actions on employee attitudes and perceptions. Group & Organization Studies, 15, 337-52. doi:10.1177/105960119001500307
Peterson, N.A., & Hughey, J. (2004). Social cohesion and intrapersonal empowerment: gender as moderator. Health Education Research, 19(5), 533–542. doi:10.1093/her/cyg057
Pickard, J. (1993). The real meaning of empowerment. Personnel Management.
Psoinos, A., & Smithson, S. (2002). Employee empowerment in manufacturing: a study of organisations in the UK. New Technology, Work and Employment, 17(2), 132-48. doi:10.1111/1468-005X.00099
Quinn, R., & Spreitzer, G. (1997). The road to empowerment: seven questions every leader should consider. Organizational Dynamics, 26(2), 37-49. doi:10.1016/S0090-2616(97)90004-8
Randolph, W. (1995). Navigating the journey to empowerment. Organizational Dynamics, 23(4), 19-32. doi:10.1016/0090-2616(95)90014-4
Schlessinger, L., & Heskett, J. (1991). Breaking the cycle of failure in services. Sloan Management Review, 17-28.
doi:10.3926/jiem.2010.v3n3.p561-575 JIEM, 2010 – 3(3): 561-575 – Online ISSN: 2013-0953
Print ISSN: 2013-8423
Empowerment: hotel employees’ perspective 574
K. Ayupp; T. H. Chung
Schneider, J.K., Dowling, M., & Raghuram, S. (2007). Empowerment as a success factor in start-up companies. Review of Managerial Science, 1(2), 167-184. doi:10.1007/s11846-007-0001-y
Scott, S., & Bruce, R. (1994). Determinants of innovative behavior: a path model of individual innovation in the workplace. Academy of Management Journal, 37, 580-607. doi:10.2307/256701
Siegall, M., & Gardner, S. (2000). Contextual factors of psychological empowerment. Personnel Review, 29(6), 703-722. doi:10.1108/00483480010296474
Smith, M.J. (1988). Contemporary communication research methods. Wadsworth Publishing Co.
Spiro, R.L., & Weitz, B.A. (1990). Adaptive selling: conceptualization, measurement, and nomological validity. Journal of Marketing Research, 27, 61-9. doi:10.2307/3172551
Spreitzer, G.M. (1997). Toward a common ground in defining empowerment. Research in Organizational Change and Development, 10, 31-62.
Westman, M. (1992). Moderating effect of decision latitude on stress-strain relationship: does organizational level matter?. Journal of Organizational Behavior, 13, 713-22. doi:10.1002/job.4030130707
Yahya Melhem (2004). The antecedents of customer-contact employees’ empowerment. Employee Relations, 26(1), 72-93. doi:10.1108/01425450410506913
Zollers, F. E., & Callahan, E. S. (2003). Workplace Violence and Security: Are There Lessons for Peacemaking?. Vanderbilt Journal of Transnational Law, 36(449), 452.

Thank you for copying data from http://www.arastirmax.com