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Background information: Many managers believe that to successfully deliver quality service, a “service culture” must be present in an organization. This “service culture” needs to be internalized by all employees in the organization and a major part of establishing a service culture is empowerment.

Exercises: Using your favorite search engine or one of the top-rated search engines above, search for “service culture” and/or “employee/worker empowerment.”

a. Read at least two articles and discuss how the concepts in those articles could be implemented in a hospitality organization.

b. Lead a class discussion on how a “service culture” can be implemented in a hospitality operation. What are some of the hurdles that might be encountered during the implementation process?

c. Discuss why you think a service culture is not always a significant part of all hospitality operations.

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