Empowering service workers at Harvester Restaurants

Abstract

Increasingly both academic and industrial commentators advocate that a commitment to service quality improvement requires the development of “service driven culture” or a “total quality culture”, based on approaches to human resource management which ensure greater employee involvement and empowerment. Harvester Restaurants is an organization which has made attempts to address some of these issues through the empowerment of employees in the group′s restaurants.

Citation

Ashness, D. and Lashley, C. (1995), "Empowering service workers at Harvester Restaurants", Personnel Review, Vol. 24 No. 8, pp. 17-32. https://doi.org/10.1108/00483489510147565