Empowering service excellence: beyond the quick fix
Gespeichert in:
| Beteilige Person: | |
|---|---|
| Format: | Buch |
| Sprache: | Englisch |
| Veröffentlicht: |
London
Cassell
1997
|
| Schriftenreihe: | Cassell services management
|
| Schlagwörter: | |
| Links: | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=008181375&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
| Umfang: | VIII, 208 S. graph. Darst. |
| ISBN: | 0304331694 |
Internformat
MARC
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Datensatz im Suchindex
| _version_ | 1819263763545587712 |
|---|---|
| adam_text | Contents
Foreword vii
Introduction 1
Chapter 1 Employee Empowerment: Definitions and Myths 7
Definitions and meanings 8
The empowered organization 13
Understanding empowerment 16
Chapter 2 Managerial Meanings of Empowerment 21
Common ground 22
Participation, involvement, democracy 24
and empowerment
A framework of analysis 27
Managerial meanings 32
Rhetoric and empowerment 35
Chapter 3 Forms of Empowerment and Participation 39
Task level empowerment 40
Work groups and empowerment 40
Job enrichment and empowerment 47
Empowerment beyond the task 50
Chapter 4 Forms of Empowerment and Involvement 56
Quality circles and empowerment 57
Team briefings and empowerment 60
Job enlargement and empowerment 63
Chapters Forms of Empowerment and Commitment 68
Empowerment and commitment 68
Employee commitment 71
Calculative commitment 75
Non calculative commitment 77
Chapter 6 Forms of Empowerment and Delayerlng 84
Beyond bureaucracy 85
Empowered managers 87
Barriers to managerial empowerment 91
through delayering
vi
Chapter 7 Changes in Working Arrangements 102
The task dimension 103
The task allocation dimension 106
The power dimension 107
The commitment dimension 110
The cultural dimension 112
Chapter 8 Feeling Empowered 116
The state of empowerment 117
Attitudes and empowerment 123
Empowerment and the management of 128
feelings
Chapter 9 Improved Organizational Performance 134
Human resource management and business 135
performance
Empowerment and performance 140
Measuring performance 144
Chapter 10 Service Quality and Empowerment 149
Services and service quality 150
Employees and customer satisfaction 156
Empowerment and Total Quality Management 161
Chapter 11 Employment Strategy and the Service Organization 167
Strategic human resource management 168
The nature of services management 172
Employee discretion in services 178
The management of human resources 179
Chapter 12 Empowerment: Another Flash in the Panaceas? 185
Inconsistencies and tensions 186
Continuities of concern 189
Management fads and panaceas 193
Beyond the quick fix? 196
References 199
Index 207
|
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| id | DE-604.BV012083136 |
| illustrated | Illustrated |
| indexdate | 2024-12-20T10:24:01Z |
| institution | BVB |
| isbn | 0304331694 |
| language | English |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-008181375 |
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| owner_facet | DE-858 |
| physical | VIII, 208 S. graph. Darst. |
| publishDate | 1997 |
| publishDateSearch | 1997 |
| publishDateSort | 1997 |
| publisher | Cassell |
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| series2 | Cassell services management |
| spellingShingle | Lashley, Conrad Empowering service excellence beyond the quick fix Customer services Management Service industries Management Service industries Quality control Unternehmen (DE-588)4061963-1 gnd Empowerment (DE-588)4474644-1 gnd |
| subject_GND | (DE-588)4061963-1 (DE-588)4474644-1 |
| title | Empowering service excellence beyond the quick fix |
| title_auth | Empowering service excellence beyond the quick fix |
| title_exact_search | Empowering service excellence beyond the quick fix |
| title_full | Empowering service excellence beyond the quick fix Conrad Lashley |
| title_fullStr | Empowering service excellence beyond the quick fix Conrad Lashley |
| title_full_unstemmed | Empowering service excellence beyond the quick fix Conrad Lashley |
| title_short | Empowering service excellence |
| title_sort | empowering service excellence beyond the quick fix |
| title_sub | beyond the quick fix |
| topic | Customer services Management Service industries Management Service industries Quality control Unternehmen (DE-588)4061963-1 gnd Empowerment (DE-588)4474644-1 gnd |
| topic_facet | Customer services Management Service industries Management Service industries Quality control Unternehmen Empowerment |
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