Empowerment: HR Strategies for Service Excellence: HR strategies for service excellence (Hospitality, Leisure and Tourism) (Hospitality, Leisure and Tourism)
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Empowerment: HR Strategies for Service Excellence: HR strategies for service excellence (Hospitality, Leisure and Tourism) (Hospitality, Leisure and Tourism)
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About the Author
Professor Conrad Lashley is Professor of Leisure Retailing at the Centre for Leisure Retailing at the Nottingham Business School. His research interests have largely been concerned with service quality management, and specifically employee empowerment in service delivery. He works closely with several major industry organizations including the British Institute of Innkeeping, J. D. Wetherspoon and McDonald's Restaurants Limited.
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