Empowerment:
A) makes service representatives feel like they have no say in the important decisions of an organization.
B) restricts on-the-spot responsiveness to the customer.
C) requires frontline employees in an organization to get permission from their managers before they serve a customer.
D) is an intangible way that service organizations reward employees.

Question

Quizplus · Accepted Answer

Empowerment is the word used to describe the giving of decision-making and problem-resolution authority to lower-level employees in an organization. Empowerment is also an intangible way that successful service organizations reward employees.