BACHELOR OF BUSINESS ADMINISTRATION

Detailed explanation-1: -Employee empowerment is a process where an organisation gives employees authority, responsibility and autonomy to make decisions and solve problems. It is possible only if an organisation believes that an employee can perform decision-making responsibilities.

Detailed explanation-2: -Empowering employees means giving them the authority to make some decisions without needing approval. This way they can make decisions to resolve customer issues without delay or making the customer wait.

Detailed explanation-3: -Once an organization empowers its employees, the employees tend to be motivated to perform their best at work; this leads the organization to provide better service quality to customers. Hence, greater empowerment leads to greater work by employees and this leads to greater service quality (Zeithaml and Berry, 1996).

Detailed explanation-4: -Customer service empowerment involves encouraging and authorizing customer service representatives to make decisions that can ultimately benefit both the customer and the company.