Empowerment of employees helps address the delivery gap because
A) employees directly involved with the customer can respond effectively at the moment the problem occurs.
B) customers appreciate feeling empowered.
C) management then doesn't need to devote time and energy to resolving service delivery problems.
D) employees spend less time resolving problems than managers would.
E) it ultimately contributes to employee knowledge and retention.

Question

Quizplus · Accepted Answer

Empowering employees gives them the authority and resources to take immediate action to solve customer issues. As they are directly involved with the customer, they can respond effectively at the moment the problem occurs. This helps in bridging the delivery gap, as the customer's issue is resolved quickly and efficiently.

Empowerment of Employees Helps Address the Delivery Gap Because