Empowerment of employees helps to 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 autonomy to respond effectively to customer issues in real-time, thus addressing the delivery gap. This enables quick resolution of problems and enhances customer satisfaction.

Answer: E
 Empowerment contributes to employee knowledge and retention since it fosters a sense of responsibility among employees, enables them to make decisions, and establishes a culture of continuous learning and growth. This leads to a more skilled and motivated workforce, which improves service delivery in the long run.

Empowerment of Employees Helps to Address the Delivery Gap Because