Empowerment
Benefits:
- -quicker responses
- -employees feel more responsible
- -employees tend to interact with warmth/enthusiasm
- -empowered employees are a great source of ideas
- -positive word-of-mouth from customers
Drawbacks:
- greater investments in selection and training
- higher labor costs
- slower and/or inconsistent delivery
- may violate customer perceptions of fair play
- “giving away the store” (making bad decisions)