References

• 1993Reengineering the corporation: A manifesto for business revolution6,454 cited
• 1988The Empowerment Process: Integrating Theory and Practice4,310 cited
• 1994Competitive Advantage Through People2,534 cited
• 2020A change of masters1,958 cited
• 1992The empowerment of service workers: what, why, how, and when.1,243 cited
• 1977Industry and Labour814 cited
• 1987Moments of Truth614 cited
• 1975A New Strategy for Job Enrichment567 cited
• 1995Control in an age of empowerment486 cited
• 1991Breaking the Cycle of Failure in Services371 cited
• 1993Total Quality: Management, Organization, and Strategy321 cited
• 1990Service Management: A Management Focus for Service Competition214 cited
• 1989The Service Edge: 101 Companies That Profit from Customer Care184 cited
• 1995Towards an understanding of employee empowerment in hospitality services147 cited
• 1992Employee Voice: A Human Resource Management Perspective115 cited
• 1992Empowerment: Building a Committed Workforce34 cited