The great interest in empowerment in the service industry is by large associated
with the belief in its potential to enhance customer satisfaction (Hales and Klidas,
1998). Besides it is widely believed that empowerment is associated with gaining and
sustaining of competitive advantage in the service industry (Conger and Kanungo,
1988; Bowen and Lawler, 1992; Lashley, 1995; Quinn and Spreitzer, 1997).