Empowerment

Empowerment is understood as the generic term which covers a range of initiatives in the management of human resources (Lashley and McGoldrick, 1994) and these reflect a wide range of managerial intentions and concerns (Lashley,1994b). 

Several writer have commented on the need to develop and the appropriate 'service driven', 'customer orientated', or 'total quality cultures' cultures (Hirst, 1991; Bowen and Basch, 1992; Simmons and Teare, 1993). 

Advocates for empowerment claim that it will enable the employees to do a better job (Foy,1994)   as they will take responsibilities for their own performance . This will then produce more satisfied  customers. 

The concept empowerment have several meanings and is defined in similar ways as well as different. According to Korczynski (2002) empowerment can be defined to what extent power is to make decisions is given to frontline staff moving forward Carlzon (2009) believs that terms also includes unfounded fixed approaches and that employees have the freedom to take resposibility for ideas, decisions and actions. 

For Hodgetts (1993) the terms empowerment…