10 Questions
What is a key leadership style that fosters psychological empowerment in hospitality managers?
Empowering leadership
What is essential for employee empowerment, according to servant leadership?
Providing autonomy and empowerment
What is a critical aspect of organizational culture for employee empowerment?
All of the above
Why do servant leaders involve followers in important managerial decisions?
To make followers feel responsible for business success
What is the outcome of empowering leadership on customer-contact staff?
Strong and positive influence on employees
What is the result of servant leaders' behavior on employees' self-determination and self-efficacy?
Increased self-determination and self-efficacy
What do employees feel when they are empowered at work?
Engaged and empowered
What is essential for implementing employee empowerment?
Examining importance of training, reward practices, and management style
What is the outcome of empowering leadership on employee engagement?
Increased employee engagement
What is a key characteristic of servant leadership?
Involving followers in important decisions
Study Notes
Employee Empowerment
- Empowerment represents a shift in the locus of control from externally imposed directive control to internally imposed self-control
- Management can achieve this shift in the locus of control by using four forms of managerial control:
- Ex-ante control: operating before the event and focusing on inputs
- Concurrent control: operating during the event and focusing on processes
- Ex-post control: operating after the event and focusing on outputs
- Meta control: operating “above” the event and focusing on values
Implementation Factors
- Careful employee selection, recruitment, and training as a means of exercising ex-ante control
- Having empower-able employees and inculcating skills, knowledge, and attitudes conducive to responsible behavior during service delivery
- Performance-related rewards for promoting employee responsibility, creativity, and initiative
- Customer-oriented organizational culture to enhance service delivery
- Empowering management style to instill company values, shape attitudes, and stimulate desired behaviors
Empowerment
- Empowerment requires a change in the form of management control
- Devolving decision-making authority and responsibility to frontline employees for controlling and enhancing service quality and customer satisfaction during service delivery
- Empowerment requires employees to engage in discretionary behavior, aiming to meet or exceed customers’ expectations during routine and non-routine service situations
Examples of Empowered Behavior
- Taking immediate action to resolve customer complaints, even if not directly related to their area of responsibility
- Making financial concessions
- Using creativity and doing “whatever it takes” to please guests, even beyond what is expected of them as employees
- Exercising discretion in their dealings with guests
Servant Leadership
- Characteristics of servant leadership (foresight, persuading, awareness, and stewardship) are important for employee empowerment
- Servant leaders include followers’ input into important managerial decisions
- Servant leaders’ behavior increases employees’ self-determination and self-efficacy levels by providing autonomy, empowerment, and the conditions in which to grow and develop
Implementing Empowerment
- Implementing employee empowerment requires leaders to examine the importance of training, reward practices, organizational culture perceptions, and management style
This quiz focuses on employee empowerment, a shift from external control to self-control, and how management can achieve this shift using four forms of managerial control.
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