Volume : VIII, Issue : VI, June - 2019

Understanding the Impact of Employee Empowerment on Patient Satisfaction

Akshita Sharma

Abstract :

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.

Article: Download PDF    DOI : https://www.doi.org/10.36106/paripex  

Cite This Article:

UNDERSTANDING THE IMPACT OF EMPLOYEE EMPOWERMENT ON PATIENT SATISFACTION, Akshita Sharma PARIPEX‾INDIAN JOURNAL OF RESEARCH : Volume-8 | Issue-6 | June-2019

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