The Impact of Employee Empowerment

In: Business and Management

Submitted By Hanibal
Words 23725
Pages 95
Paper: Bachelor Thesis in Business Administration. Department: School of Sustainable Development of society and Technology. School: Mälardalen University, Västerås. Period: VT-2008. Tutor: Leif Sanner. Date: June 5, 2008

The impact of employee empowerment on service quality and customer satisfaction in service organizations
(A Case study of Länsförsäkringar Bank AB)

Silvia C. Peters: 1982-05-15. Elham Mazdarani: 1976-12-11. GROUP: 1924

ABSTRACT COURSE: Bachelor Thesis in Business Administration, 15ECTS AUTHOURS: Peters Silvia Chigozirim. Flugsnappargatan 6, 3tr. 72472, Västerås. 0737225113. SUPERVISOR: LEIF SANNER TOPIC: The impact of employee empowerment on service quality and customer satisfaction: a case study of Länsförsäkringar AB. BACKGROUND: Considering the nature of service delivery and particularly intangible-dominant services, employee empowerment becomes a very important issue to organizations producing services. In that, the customers and the employees are, engaged simultaneously in the production of the service. This inseparability is what is considered by the organization in choosing how best to serve its customers, either by the traditional method or through the empowerment approach. The inability of the management to control the service encounter makes the employees responsible for the quality of service delivered to the customers. In order for the management to trust that the employees are successful in dealing with their customers, the management has to give the employees the authority and necessary support to succeed at it, which is referred to as employee empowerment. The practice of which can directly affect the quality of services delivered, and customer satisfaction. PURPOSE: The purpose of this research is to ascertain the extent to which Länsförsäkringar Bank AB practices employee empowerment in their organization and how it…...

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