This study tests the argument that human resource management in hotels enhances service-recovery performance and job satisfaction through empowering front-line employees to respond to service failures. After an initial phase of qualitative interviewing, dyadic data were gathered through a...

An empowered worker is a knowledgeable worker. Thus, the aims of this study were to examine how empowerment is perceived by the front-line hotel employees and secondly, to identify the factors affecting empowerment within the industry. Factors such as communication, coaching, participation,...