FRINK Linked Data Fragments server

Matches in SemOpenAlex for { <https://semopenalex.org/work/W3092615112> ?p ?o ?g. }

• W3092615112 endingPage "65" @default.
• W3092615112 startingPage "49" @default.
• W3092615112 abstract "In the global market today, competition between various providers of service is brutal and firms in the service industry continuously endeavor to create, manage and maintain healthy relationships with customers, to gain competitive advantage over the others. When services are inappropriately handled and coordinated, the outcome is wrong perception of service quality, client’s complaints, staff turnover, low sales and customer dissatisfaction. This study investigated the effect of employee empowerment on customer service delivery and the following specific objectives guided the study: to investigate the effect of training, leadership, employee involvement and incentives on customer service delivery. The study was guided by Resource based view theory, the SERVQUAL model and the Kanter’s theory of empowerment. Descriptive research design was adopted. This study targeted 50 full-service restaurants in Nairobi city. Six workers were then selected in the category of operational staff, supervisors and senior management. This formed a total population 740 respondents. The study adopted multistage sampling technique and obtained a sample of 216 respondents. The study used self- administered questionnaires as the major instrument for data collection. Pretesting the validity of the questionnaires a pilot study was done. Reliability of the questionnaire was evaluated using the Cronbach alpha test, which provided an acceptable threshold of 0.7. Descriptive statistics (in form of means, percentages & measures of dispersion) and analysis of inferential (multiple regressions) were applied to show the level of the association between the dependent and independent variables and the effect of the independent variables on dependent variables. The study findings were displayed in pie charts and frequency tables and a brief explanation provided for each. This study may be beneficial to employers in the hospitality industry who require an in depth knowledge on how to empower employees for better service delivery, entrepreneurs who may want to venture into restaurant business and academicians who may want to broaden their knowledge and understanding on employee empowerment. The study findings indicated a positive correlation R (coefficient of correlation) of 0.79 signifying that there was a strong relationship between employee empowerment and customer service delivery. The results indicated that there was a significant statistical relationship between the independent and the Customer service delivery, training R=0.082, leadership R= 0.054, employee involvement R=0.212 and incentives R=0.518. There was also a positive association between the dependent and independent variable of 0.792, the study therefore rejected the null hypotheses (H0) and accepted the alternate hypotheses (HA) ,that there is a significant relationship between Training, Leadership, Employee Involvement and Incentives as measures of Employee empowerment and Service delivery based on the correlational analysis and regression analysis results. The study concluded that it’s important for restaurants to consider training, leadership, providing attractive incentives and involving employees in decision making in order to create competitiveness in service delivery so as to achieve maximum customer satisfaction." @default.
• W3092615112 created "2020-10-15" @default.
• W3092615112 creator A5007988904 @default.
• W3092615112 creator A5064597937 @default.
• W3092615112 date "2020-10-07" @default.
• W3092615112 modified "2023-10-18" @default.
• W3092615112 title "Employee Empowerment and Customer Service Delivery in Selected Small and Medium Size Restaurants in Nairobi City County, Kenya" @default.
• W3092615112 cites W622290020 @default.
• W3092615112 doi "https://doi.org/10.35942/jbmed.v2i3.134" @default.
• W3092615112 hasPublicationYear "2020" @default.
• W3092615112 type Work @default.
• W3092615112 sameAs 3092615112 @default.
• W3092615112 citedByCount "0" @default.
• W3092615112 crossrefType "journal-article" @default.
• W3092615112 hasAuthorship W3092615112A5007988904 @default.
• W3092615112 hasAuthorship W3092615112A5064597937 @default.
• W3092615112 hasConcept C105795698 @default.
• W3092615112 hasConcept C106906290 @default.
• W3092615112 hasConcept C140781008 @default.
• W3092615112 hasConcept C144133560 @default.
• W3092615112 hasConcept C162324750 @default.
• W3092615112 hasConcept C162853370 @default.
• W3092615112 hasConcept C175444787 @default.
• W3092615112 hasConcept C185592680 @default.
• W3092615112 hasConcept C191511416 @default.
• W3092615112 hasConcept C198531522 @default.
• W3092615112 hasConcept C20555606 @default.
• W3092615112 hasConcept C27574286 @default.
• W3092615112 hasConcept C2780378061 @default.
• W3092615112 hasConcept C2908647359 @default.
• W3092615112 hasConcept C29122968 @default.
• W3092615112 hasConcept C33923547 @default.
• W3092615112 hasConcept C39896193 @default.
• W3092615112 hasConcept C43617362 @default.
• W3092615112 hasConcept C50522688 @default.
• W3092615112 hasConcept C68595000 @default.
• W3092615112 hasConcept C71924100 @default.
• W3092615112 hasConcept C99454951 @default.
• W3092615112 hasConceptScore W3092615112C105795698 @default.
• W3092615112 hasConceptScore W3092615112C106906290 @default.
• W3092615112 hasConceptScore W3092615112C140781008 @default.
• W3092615112 hasConceptScore W3092615112C144133560 @default.
• W3092615112 hasConceptScore W3092615112C162324750 @default.
• W3092615112 hasConceptScore W3092615112C162853370 @default.
• W3092615112 hasConceptScore W3092615112C175444787 @default.
• W3092615112 hasConceptScore W3092615112C185592680 @default.
• W3092615112 hasConceptScore W3092615112C191511416 @default.
• W3092615112 hasConceptScore W3092615112C198531522 @default.
• W3092615112 hasConceptScore W3092615112C20555606 @default.
• W3092615112 hasConceptScore W3092615112C27574286 @default.
• W3092615112 hasConceptScore W3092615112C2780378061 @default.
• W3092615112 hasConceptScore W3092615112C2908647359 @default.
• W3092615112 hasConceptScore W3092615112C29122968 @default.
• W3092615112 hasConceptScore W3092615112C33923547 @default.
• W3092615112 hasConceptScore W3092615112C39896193 @default.
• W3092615112 hasConceptScore W3092615112C43617362 @default.
• W3092615112 hasConceptScore W3092615112C50522688 @default.
• W3092615112 hasConceptScore W3092615112C68595000 @default.
• W3092615112 hasConceptScore W3092615112C71924100 @default.
• W3092615112 hasConceptScore W3092615112C99454951 @default.
• W3092615112 hasIssue "3" @default.
• W3092615112 hasLocation W30926151121 @default.
• W3092615112 hasOpenAccess W3092615112 @default.
• W3092615112 hasPrimaryLocation W30926151121 @default.
• W3092615112 hasRelatedWork W1983532449 @default.
• W3092615112 hasRelatedWork W2408876202 @default.
• W3092615112 hasRelatedWork W2614914486 @default.
• W3092615112 hasRelatedWork W2736308830 @default.
• W3092615112 hasRelatedWork W2753047320 @default.
• W3092615112 hasRelatedWork W2937437986 @default.
• W3092615112 hasRelatedWork W3121310208 @default.
• W3092615112 hasRelatedWork W3158779454 @default.
• W3092615112 hasRelatedWork W3209975098 @default.
• W3092615112 hasRelatedWork W2138931792 @default.
• W3092615112 hasVolume "2" @default.
• W3092615112 isParatext "false" @default.
• W3092615112 isRetracted "false" @default.
• W3092615112 magId "3092615112" @default.
• W3092615112 workType "article" @default.