دور تمكين العاملين في تحسين جودة الخدمات لتحقيق رضا الزبون : حالة تجارب رائدة لمؤسسات عالمية في تمكين العاملين في القطاع الخدمي

الملخص EN

This study aims to identify the contribution of empowering workers to achieving quality in the services provided to customers in order to gain their satisfaction and loyalty, Where it was relying on pioneering experiences of service institutions that adopted the method of empowering workers in order to achieve the quality of services provided to customers, We have been relying on the descriptive analytical approach as the appropriate approach in this study.

This study found that applying the method of empowering workers gives a distinct character in the service sector, Because the worker in the service sector is in direct contact with the customer, Consequently, if the worker has broad powers, this will positively affect his performance, and this in turn will be reflected in the customer's satisfaction with the services provided.

This study recommended the necessity of activating the method of empowering workers in service institutions, As well as improving the tangibility aspect, such as improving the appearance of the institution, improving reception places and staff offices, and relying on modern technology in providing service.

key words: Empowering employees, Quality of services, Empowering workers in the service sector.