HİZMET ENDÜSTRİSİ VE YETKİLENDİRME: ANLAM, TEORİ VE KAVRAMLAR ÜZERİNE BİR ÇALIŞMA

Son yıllarda özellikle hizmet işletmelerinin uyguladığı çalışanların yetkilendirilmesi yaklaşımı, müşteri hizmetlerindeki yetersizliklere ve verimsiz operasyonlara çare olarak görülmüş ve üretim-hattı yaklaşımına kıyasla tercih edilen bir yönetim tekniği olmuştur. Ancak, büyüyen bu ilgi, yöneticilerin yetkilendirmenin nasıl sağlanabileceği ve çalışanların kendilerini nasıl yetkili hissedeceklerine ilişkin soru işaretlerini gidermeye yetmemiştir. Bu çalışmanın amacı yetkilendirme kavramını incelemek, yönetim teorileri ile yetkilendirme arasındaki ilişkileri gözden geçirmek, ve yetkilendirme teorisyenlerinin konuya bakış açılarını değerlendirerek yetkilendirmenin psikolojik boyutlarını tartışmaktır.

Anahtar Kelimeler:

Yetkilendirme, Psikolojik yetkilendirme, Yetkilendirme boyutları, Hizmet sektörü

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