Empirical evidence on successful implementation of organisational empowerment
in hotels is modest and results are mixed. Some studies have revealed instances of
successful implementation of this HR practice (Cacioppe, 1998; Klidas, 2001;
Hechanova et al., 2006), while others found it being a mere managerial rhetoric, for
in practice it was associated with increased responsibility in dealing with customer
complaints and limited discretion (Hales and Klidas, 1998), or levels of its
implementation were modest (Kazlauskaite et al., 2006).
Empirical evidence on successful implementation of organisational empowermentin hotels is modest and results are mixed. Some studies have revealed instances ofsuccessful implementation of this HR practice (Cacioppe, 1998; Klidas, 2001;Hechanova et al., 2006), while others found it being a mere managerial rhetoric, forin practice it was associated with increased responsibility in dealing with customercomplaints and limited discretion (Hales and Klidas, 1998), or levels of itsimplementation were modest (Kazlauskaite et al., 2006).
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