A restaurant carefully trains its employees to give them discretion to correct a service-related problem.For example,a waiter can give a guest a free appetizer if the wait for a table is more than 15 minutes.This illustrates ________.
A) employee empowerment
B) an expected customer service
C) a potential customer service
D) lip service, not real service

Question

Quizplus · Accepted Answer

Employee empowerment refers to giving employees the autonomy and authority to make decisions that benefit both the customer and the organization. In this case, the restaurant is empowering its employees to make a decision to offer a free appetizer to a guest who has experienced a delay in being seated, which shows that the restaurant trusts its employees to make decisions that improve the customer experience.

A Restaurant Carefully Trains Its Employees to Give Them Discretion