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As stated by Kandampully and Solnet (2018) “employee empowerment is a vital HRM practice which, when combined with a strong service culture and service climate, can provide a competitive advantage that is hard to replicate” (p. 218).
Consider the theory presented by Kandampully & Solnet (2018), Chapter 8 “Composition of effective empowerment”, Figure 8.4, p. 218 as you:
- Describe a situation when you as an employee did or did not feel empowered in the workplace OR you were provided a service by an employee who you feel was or was not empowered. Please explain the situation and the impact the experience had on the service provided.
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