Question

All of the following are benefits associated with empowerment except: a. empowered employees are more likely to respond in a positive way to service failures and to engage in effective service recovery strategies. b. empowered employees are more customer focused and quicker in responding to customer needs. c. empowered employees tend to feel better about their jobs and themselves, which is automatically reflected in the way they interact with customers. d. empowered front-line employees gain a false sense of power, in turn aiding the customer. e. empowered front-line service employees can be key to new service ideas and a cheaper source of market research than going to the consumer directly.

Answer 1

Answer:

d. empowered front-line employees gain a false sense of power, in turn aiding the customer.

Explanation:

Employee empowerment is when an employer gives the employee a degree of autonomy in making decisions that affects their jobs.

They are allowed to decide how best to perform their jobs.

This gives the employee a sense of ownership that translates to better customer service, positive attitude, better employee moral, and cheaper source of market research than going to the consumer directly.

However this style does not give a false sense to power, because the employees actually.have autonomy in their work.