Paper Title: An assessment of employee empowerment practice in hotels: comparison of India and New Zealand
Authors: Dr. Bhupesh Kumar,
Dr. Asad Mohsin
Abstract: The aim of this study is to compare the employee empowerment understanding and practice in India (Mohsin and Kumar, 2010) and New Zealand hotels (Mohsin and Li, 2006). This study is based on finding of previously conducted studies in India and In New Zealand for five star hotels as a case study to assess the employee and management perception of empowerment and any current empowerment practice. The study compares the data and results of the employees having some understanding of empowerment. The findings illustrate which how employee with hospitality background behaves during changes and challenges in work, responsibilities and accountability, understand the importance of feedback and works for achieving the goal sated by the organisation, recognising the need of Training and development for decision-making on the job. The study also compares the factors influencing guest satisfaction. The findings also illustrates which practices the employee consider importance like quality of service, ability to make decision, also the staffs ability to connect decision making empowerment practice with service quality. The study explores sparsely researched area in a different geographic location with specificities of influence of employee empowerment practices for improved hotel operations.