This is a discussion thread by my classmate i have to reply on this
Singapore Airlines does offer empowerment to their front-line employees to make their own decisions on how to best interact with each customer and adjust procedures to satisfy each customer. However, one method the airline can take to further improve on this area is to move to enfranchisement. Enfranchisement is “a way of granting freedom and responsibility to an employee…it is achieved through a combination of what has come to be known as empowerment coupled with compensation methods that pay people for their performance” (Schlesinger & Heskett, 1991, p. 83). Moving towards and implementing an enfranchisement plan and performance reward system will cost the company money in the beginning; however, it does offer many long-term benefits and can help to address the company’s conflicts between staff and management regarding pay levels. According to Schlesinger and Heskett (1991), enfranchisement involves “not only rewards for both managers and associates, but customers benefit as well from the improved service that enfranchisement provides. The customers develop such strong loyalty to companies practicing it that their favourable word-of-mouth recommendations to others often replace some part of the marketing budget” (p. 97). Therefore, this method can help Singapore Airlines with their concern about finding an innovative way to continue their success with excellent service and customer loyalty to stand out from the competition. Do any others have an opinion on whether this method can produce more benefits for the company and further improve their service, or bring too many costs for their cost-effective operations? Schlesinger, L. A., & Heskett, J. L. (1991). Enfranchisement of service workers. California Management Review Journal, 33(4), 83-100. Retrieved from
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