A study at the Mars Hotel Corporation identified poor employee morale.These workers are frustrated by their inability to deal directly with customers' concerns and complaints.These employees feel that if they were empowered with the authority to make decisions,customer satisfaction would dramatically increase.This illustrates one of the disadvantages of decentralized authority.

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This illustrates one of the advantages of decentralized authority, where employees are given the authority to make decisions and have control over their work. Poor employee morale is often a result of centralized authority where decisions are made by a few top-level managers. Decentralization can improve employee morale and increase customer satisfaction.

A Study at the Mars Hotel Corporation Identified Poor Employee