Employee Motivation and Empowerment in Hospitality, Rhetoric or Reality: Some Observations from India

Journal of Services Research, Vol. 2, No. 1, pp. 31-53, April-September 2002

25 Pages Posted: 8 Mar 2012

See all articles by Umashankar Venkatesh

Umashankar Venkatesh

affiliation not provided to SSRN

Akshay Kulkarni

affiliation not provided to SSRN

Date Written: 2002

Abstract

In recent years, researchers, commentators, consultants and practicing managers have come out with the imperative of the empowered and hence motivated employee for sustenance of the organization in a world characterized, among other things, by the free flow of ideas, knowledge, information, skills, resources and most importantly people. The contention of this paper is that service sector employees, because of their ‘high – touch’ requirements, have a more immediate and pressing need to be provided with ‘extra’ motivational support within the modern organization. Secondly, the paper also tries to link the very high rates of employee turnover in the hospitality sector in particular, to this factor of empowerment and motivation. The paper, through the description of standard operating procedures and work conditions prevalent in the relevant industry, then tries to explain why employee motivation in the said industry is at such a low-ebb. A cultural perspective is also provided wherein the feudalistic basis of transactions evident in the industry is delineated. The paper concludes with the reasons there for, and suggestions thereto, which may bring positive change.

Keywords: employee empowerment, motivation, hopitality, India

Suggested Citation

Venkatesh, Umashankar and Kulkarni, Akshay, Employee Motivation and Empowerment in Hospitality, Rhetoric or Reality: Some Observations from India (2002). Journal of Services Research, Vol. 2, No. 1, pp. 31-53, April-September 2002, Available at SSRN: https://ssrn.com/abstract=2018127

Umashankar Venkatesh (Contact Author)

affiliation not provided to SSRN ( email )

Akshay Kulkarni

affiliation not provided to SSRN

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