A critical analysis of the impact of employee empowerment on employees' customer oriented behavior. A case study of Amazon, UK - Dissertation Example

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The significance of the term customer-orientation in business stems from its impact on an organization’s competitive advantage, brand image and bottom-line. Compared to other ...........

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A Critical Analysis Of The Impact Of Employee Empowerment On Employees' Customer Oriented Behavior. A Case Study Of Amazon, UK

The significance of the term customer-orientation in business stems from its impact on an organization’s competitive advantage, brand image and bottom-line. Compared to other industries, the service sector has a higher direct interaction with customers, and hence customer-orientation is more important to service organizations. The two ways a service organization can increase the customer orientation of its employees are through training to improve their skills, and through preparing them to face a variety of customer scenarios. The importance of employee empowerment is in the training imparted to the employees. This research aims to examine the effect of employee empowerment on customer-oriented practices in the service industry, through a specific study on Amazon UK.

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A Critical Analysis Of The Impact Of Employee Empowerment On Employees' Customer Oriented Behavior. A Case Study Of Amazon, Uk
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