Skip to main content

Research Repository

Advanced Search

How willing/unwilling are luxury hotels' staff to be empowered? A case of East Malaysia

Kele, A.; Mohsin, A.; Lengler, J.

How willing/unwilling are luxury hotels' staff to be empowered? A case of East Malaysia Thumbnail


Authors

A. Kele

A. Mohsin



Abstract

Empowerment is widely viewed as a dynamic concept to improve service quality and operational efficiency in the hospitality industry. The most effective approaches to empowering employees are not always clear. This paper contributes to the literature by seeking to understand the underlying factors that motivate and demotivate employees' willingness to become empowered. Qualitative data was collected through 22 semi-structured interviews with managers, supervisors and employees of four and five-star rated hotels in East Malaysia. In addition to the expected factors such as employees' acquired knowledge and psychological empowerment, employees' values and beliefs were also found to influence their willingness to become empowered. These findings are important in understanding employee perspectives of empowerment practices in operations contexts of East Malaysian luxury hotels.

Citation

Kele, A., Mohsin, A., & Lengler, J. (2017). How willing/unwilling are luxury hotels' staff to be empowered? A case of East Malaysia. Tourism Management Perspectives, 22, 44-53. https://doi.org/10.1016/j.tmp.2017.01.006

Journal Article Type Article
Acceptance Date Jan 20, 2017
Online Publication Date Jan 27, 2017
Publication Date Apr 1, 2017
Deposit Date Sep 7, 2017
Publicly Available Date Jan 27, 2018
Journal Tourism Management Perspectives
Print ISSN 2211-9736
Publisher Elsevier
Peer Reviewed Peer Reviewed
Volume 22
Pages 44-53
DOI https://doi.org/10.1016/j.tmp.2017.01.006
Public URL https://durham-repository.worktribe.com/output/1350013

Files





You might also like



Downloadable Citations