Evidence of empowerment in hotel industry : the case of hotel front liners in Malaysia
Empowerment plays a critical role in maintaining service excellence, especially when facing demanding customers in the rapidly evolving tourism industry. The purpose of this paper is to consider the concept of empowerment in the context of hotel industry. More specifically, this research has two obj...
| Main Authors: | , , |
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| Format: | Conference or Workshop Item |
| Language: | English English |
| Published: |
2011
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| Subjects: | |
| Online Access: | http://psasir.upm.edu.my/id/eprint/18468/1/ID%2018468.pdf |