How Frontline Employee Empowerment Drives Superior Customer Service in Hospitality

Authors

  • Sumit Pant  Assistant Professor, Banarsidas Chandiwala Institute of Hotel Management and Catering Technology, New Delhi
  • Nikhil Sharma  Assistant Professor, Manav Rachna School of Culinary and Hotel Management, Faridabad, Haryana
  • Deepak Chhikara  Assistant Professor, Banarsidas Chandiwala Institute of Hotel Management and Catering Technology, New Delhi

Keywords:

Psychological empowerment, employee engagement, customer service, hospitality industry, proactive behavior, service innovation

Abstract

This study examines the critical role of frontline employee empowerment in enhancing customer service quality within the hospitality industry. Conducted in the Delhi NCR region, data were collected from 150 employees across five mid-tier hotels using structured questionnaires. The study employs statistical tools such as ANOVA, chi-square tests, and correlation analyses to explore the relationships among psychological empowerment, employee engagement, and proactive behaviors. The findings reveal a significant positive correlation between empowerment and superior service outcomes, with engagement acting as a critical mediator. Empowered employees demonstrated higher levels of innovation, adaptability, and customer orientation, contributing to enhanced service quality. Furthermore, demographic factors, such as age and job tenure, also influenced empowerment and service outcomes. The study underscores the importance of fostering a supportive organizational culture that promotes autonomy, engagement, and innovation among employees. Practical implications include the need for targeted training programs, supervisory support, and recognition initiatives to sustain empowerment. The research bridges a gap in existing literature by focusing on mid-tier establishments, where empowerment strategies are less consistently implemented. These findings provide actionable insights for hospitality managers seeking to enhance service quality through employee empowerment.

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International Journal of Scientific Research in Science, Engineering and Technology

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Published

2024-05-25

Issue

Volume 11, Issue 7, May-June-2024

Section

Research Articles

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How to Cite

[1]
Sumit Pant, Nikhil Sharma, Deepak Chhikara "How Frontline Employee Empowerment Drives Superior Customer Service in Hospitality" International Journal of Scientific Research in Science, Engineering and Technology (IJSRSET), Print ISSN : 2395-1990, Online ISSN : 2394-4099, Volume 11, Issue 7, pp.1270-1282, May-June-2024.