员工授权的重要性及在中国发展的弊端

摘要：如今，企业越来越重视员工奖励与生产力之间的联系。酒店的高层管理者设计出各种内在或者是外在的奖励方法去鼓励员工更努力工作、表现得更好，以期望能够提高生产力并得到更多的收益。在本文，我们仅仅把焦点聚集在内在的一个奖励因素——员工授权。
论文的第一部分介绍了员工授权对员工服务质量的影响。通过专业培训能够让授权提高员工服务质量，缩短顾客等待的时间，让管理者不再将时间浪费在琐碎的事情上。第二部分从员工和顾客的角度介绍了员工授权对人们满意度的影响。通过研究发现，员工授权能够增强员工的自信心，从而提高他们工作的效率和满意度；而对于顾客来说，不需要再花时间在等待上，也增加了他们对公司的良好印象，提高了他们的满意度。第三部分介绍了员工授权在中国发展的弊端。由于中国存在强大的关系网、愿意隐藏错误的心态及拥有廉价的劳动力，使得员工授权在中国发展受到影响。

关键词：员工授权；服务质量；顾客满意度

   The Importance of Employee Empowerment and The Drawback in China
                            
Abstract

Nowadays, companies gradually focus on the rewards that linking to productivity. Top managers in hospitality industry work out all kinds of rewards no matter intrinsic ones but extrinsic ones to encourage employees to work harder and show right behavior in workplace and then hold a good wish that productivity can be improved and get more profits. Here, we just focus on researching one factor of intrinsic reward – employee empowerment.
 The first part of paper introduces employee empowerment’s influence on service quality. Professional training could help empowerment improve service quality and shorten time the customers wait. And managers won’t waste time on trivial matters any longer. The second part tells the impact on people’s satisfaction in the views of employee and customers. The research shows that employee empowerment could enhance the employees’ confident, thereby improving the efficiency and satisfaction of their work. For the customers, they don’t need to spent time on waiting. So, they have a good impression of the companies and improve their satisfaction. The third part describes the drawbacks in China. Employee empowerment couldn’t be developed well because of the “guanxi” 、concern of losing face and cheap labor.  

Key words: employee empowerment; service quality; employee satisfaction

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