One of the most important strategic decisions for services marketing executives is the extent of the empowerment
Question:
One of the most important strategic decisions for services marketing executives is the extent of the empowerment of the service employees who are in direct contact with customers.
a.Define employee empowerment and discuss the pros and cons of this strategy
b.While some service provisions may benefit from high employee empowerment, others may benefit from low employee empowerment. Identify, with justification, two different service provisions where high employee empowerment strategies may be more desirable AND two different service provisions where low employee empowerment strategies may be more desirable. These service provisions could be from different types of services, and industries, and involve different customer segments.
International Marketing And Export Management
ISBN: 9781292016924
8th Edition
Authors: Gerald Albaum , Alexander Josiassen , Edwin Duerr