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- Title
Enfranchisement of Service Workers.
- Authors
Schlesinger, Leonard A.; Heskett, James L.
- Abstract
The article discusses the enfranchisement of service workers. Enfranchisement is defined as a way of granting freedom and responsibility to an employee within a franchise without requiring a monetary investment or ownership on the part of the employee. Enfranchised employees are empowered to produce extraordinarily responsive customer service. Concerns of organizations over whether or not to enfranchise employees are discussed. The most significant and successful enfranchisement programs have occurred in the field of retailing. The article looks at two retail chains, Ito Yokado from Japan and Nordstorm in the U.S. It is noted that, in most cases, companies which practice enfranchisement are preferred employers (a particularly important advantage during labor market tightness).
- Subjects
JAPAN; UNITED States; EMPLOYEE empowerment; EMPLOYEE participation in management; CUSTOMER services; RETAIL franchises; ITO-Yokado Co. Ltd.; NORDSTROM Inc.; RETAIL industry; COMPENSATION management; CUSTOMER satisfaction; DAYTON-Hudson Corp.
- Publication
California Management Review, 1991, Vol 33, Issue 4, p83
- ISSN
0008-1256
- Publication type
Article
- DOI
10.2307/41166674