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035 _a.b11868326
099 9 _aAIT RSPR no. SM-02-22
100 1 _aSon, Barthélemy
245 1 0 _aEmpowerment in the hotel industry :
_ba case study in selected hotels in Thailand
260 _aBangkok :
_bAsian Institute of Technology,
_c2002
300 _a47 leaves
490 1 _aResearch studies project report ;
_vno. SM-02-22
500 _aA research study submitted in partial fulfillment of the requirements for the degree of Master of Business Administration, School of Management
502 _aResearch report (M.Sc.) - Asian Institute of Technology, 2002
520 _aEmpowering service employees is usually recognized as being a necessity in order to provide an exceptional customer service and make customers delighted and eager to come back. As a result, it could be expected that every companies managed to empower its frontline employees as much as possible. In light of the results of the present survey, conducted in three renowned hotels of Bangkok, Thailand, it is possible to say that there is a long way ahead before reaching a really high level of empowerment. For the time being, front-line employees, those who are to be empowered, keep smiling and doing the "Wai'', the traditional Thai greeting, to guests, but this situation may not last. The main reason explaining this inability to give employees the authority to do whatever it takes to satisfy the customer is the Thai environment, which tends to make employees reluctant to behave in a proactive way. To achieve a higher empowerment level, both executives and staff should wonder how to go beyond this limitation so as to marry initiative and unmatched care.
650 1 0 _aEmployee empowerment
_xThailand
650 1 0 _aHotels
_xThailand
_xEmployees
700 1 _aTocquer, Gerard A.,
_eChairperson
700 1 _aDeussen, Arne,
_eExamination Committee
700 0 _aSununta Siengthai,
_eExamination Committee
710 2 _aDual Degree with Ceram Sophia-Antipolis, France,
_eScholarship donor
810 2 _aAsian Institute of Technology.
_tResearch studies project report ;
_vno. SM-02-22
856 _3Full-Text
_uhttp://203.159.5.9/ait-thesis/detail.php?q=B07355
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