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Empowerment Strategies in the Service Sector: Bank of America Corporation - Case Study Example

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Within the human resources field, there is a broad definition in the provision of services. Every company in the service sector always manoeuvres to meet the needs of people via a knowledge base that is interdisciplinary…
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Empowerment Strategies in the Service Sector: Bank of America Corporation
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Download file to see previous pages Professionals in the human services sector often improve systems of service delivery, since the profession addresses the quality of services offered directly, as well as seeks to better the virtues of coordination, accountability and accessibility among the agencies and professionals in the scope of delivering services.
Generally, the improvement of services offered to the guests and hosts entirely depend on the efforts of the managers towards maintenance of all issues surrounding service delivery. These issues often revolve around the quality of workforce – with regard to skills, experience, abilities and working conditions – as well as the value of customer satisfaction. Since the continuity of a company is always among the corporate strategies, the value of customer satisfaction is always a key performance factor that calls for tactical strategies in service delivery. Given that, service sector has diverse nature of services, there are some specific empowerment strategies, which specifically apply to some companies, and are not applicable to others. Empowerment in this case refers to the authority and support given to employees by a company, in a bid to ensure that they become successful as they attend to their customers (Sarkar, 2009, 49). However, some basic empowerment strategies are applicable in all companies within the service sector, including the management of internal activities and operations. Case Study The researcher chose Bank of America Corporation to analyse as well as explore the strategies of empowerment that are often employed by companies in the service sector, in a bid to better the quality of services offered to guests and residents. The bank has its headquarters in Charlotte, North Carolina, in the Unite States (US), and is ranked the second largest holder of assets (Bank of America Corporation, 2012, 1). The clients of the Bank of America come from over 150 countries worldwide. Being one of the largest institutions in the world, which offer financial services, Bank of America offers a full range of services in asset management, investing, and banking to the many customers that it serves; ranging from individuals, to large corporations. The company has a mission of being the best financial service provider in the world market and therefore, focuses much on the betterment of service they deliver to guests and residents. Given that the bank is a company that offers financial and banking services on a multinational platform, the study identifies facets of empowerment strategies that are applicable to a multinational environment. Theoretical Perspectives on the Dimensions of Empowerment Strategies Empowerment strategies within companies in the service sector have a number of dimensions. All these dimensions aim at achieving customer satisfaction, and this is the common factor that connects them. Employee empowerment is a critical issue when the nature of delivering services is considered, specifically the services that are intangible-dominant (Shafiezadehgarousi, 2011, 25). This is because the employees and customers are simultaneously engaged in service delivery. Given the fact that the employees and customers are inseparable when it comes to service delivery, it is necessary for every company to consider empowering these key players. It is up to the companies to select the best ways of executing their services though the approach to empowerment. Empowerment can always occur in two ...Download file to see next pagesRead More
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