Understanding empowerment: a framework of
analysis 1
Definitions and meanings 2
The empowering organization 10
Researching empowerment 14
2 The psychology of empowerment 21
Motivational empowerment 23
The empowerment process 25
Attitudes and empowerment 29
The context of empowerment 34
3 The relational dimension of empowerment 40
Common ground 42
Participation, involvement, democracy and
empowerment 45
Analysing changes in working practice 49
Managerial meanings 55
Rhetoric and empowerment 59
4 Forms of empowerment through participation 65
Task level empowerment 66
Work groups and empowerment 67
Job enrichment and empowerment 76
Empowerment beyond the task
Forms of empowerment through involvement 89
Quality circles and empowerment 91
Team briefings and empowerment 96
Job enlargement and empowerment 99
6 Forms of empowerment through commitment 106
Employee commitment and empowerment 107
Employee commitment 111
Calculative commitment 115
Non-calculative commitment 119
7 Forms of empowerment through delayering 129
Beyond bureaucracy 130
Empowered managers 134
Barriers to managerial empowerment through
delayering 138
Empowered franchisees? 149
8 Changes in working arrangements 153
The task dimension 155
The task allocation dimension 158
The power dimension 160
The commitment dimension 164
The culture dimension 166
9 Feeling empowered 172
Emotions at work 173
Emotional service 177
Emotions and empowerment 183
10 Improved business performance 190
Human resource management and business
performance 192
Empowerment and performance 198
Measuring performance 204
11 Empowerment and service quality management 211
Services and service quality 213
Employees and customer satisfaction 220
Empowerment and total quality management 227
12 Employment strategy and the service organization 234
Strategic human resource management 236
The nature of services management 242
Service employee discretion 249
The management of human resources 251
13 Empowerment: another flash in the panaceas? 258
Inconsistencies and tensions 259
Continuities of concern 265
Management fads and panaceas 269
Beyond the quick fix? 274
References 277
Index 295
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