Adapted from D.E. Bowen and E.E. Lawler III (2006) The Empowerment of Service Workers: what, why, how, and when. Sloan Management Review. Spring 1992, p. 31-39.
SlidePlayer (2016) Presentation on theme: “Chapter 9 people as strategy: Managing service employees.”— presentation transcript: Available at: http://slideplayer.com/slide/4857997/ (Accessed: 27 September 2016).