Kokkranikal, Jithendran ORCID: 0000-0003-0103-562X, Wilson, Jonathan A.J. and Cronje, Paul (2011) Human empowerment, management and tourism. In: Moutinho, Luiz, (ed.) Strategic Management in Tourism. CABI Publishing, Wallingford, Oxon, UK, pp. 158-181. ISBN 9781845935887

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Abstract

The importance of human resources in a service industry like tourism cannot be overemphasised (Airey and Tribe, 2005; Riley, Szhivas and Ladkin, 2002; Failte Ireland, 2005; Bolton and Houlihan, 2007). Right from the conception of a tourism destination, its consequent planning, development, and finally at the cutting edge as the frontline staff; people breathe life into this industry. As Failte Ireland (2005:3) rightly observes, ‘tourism must look to the people working in the industry to serve as a principal source of competitive advantage’. The uniqueness of skills, know-how, and behaviours of its human resource will go a long way in distinguishing the tourism product of a community from its competitors. The aim of this chapter is to analyse the strategic role of employee empowerment in enhancing quality and competitiveness within the tourism industry. Starting with a discussion that reviews some current definitions of empowerment, the aim is to arrive at a practical understanding of what empowerment means within the service industry and what this entails. The chapter will also explore supporting disciplines, in the interests of looking towards the future of empowerment and its potential to become a core strategic driving force.

Item Type:	Book Section
Additional Information:	[1] Chapter 8, in Part 2: Integrated Management in Tourism.
Uncontrolled Keywords:	empowerment, tourism, human resource, competitiveness
Subjects:	G Geography. Anthropology. Recreation > G Geography (General) G Geography. Anthropology. Recreation > GV Recreation Leisure
Faculty / School / Research Centre / Research Group:	Faculty of Business > Department of Marketing, Events & Tourism
Related URLs:	Publisher Organisation
Last Modified:	12 Apr 2019 14:21
URI:	http://gala.gre.ac.uk/id/eprint/5031

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