Employee Empowerment Impact on Customer Service: Thomas Cook Study

This research project explores the critical role of employee empowerment in enhancing high-quality customer service within the travel and tourism sector, specifically focusing on Thomas Cook PLC in the UK. The study delves into the concept of employee empowerment, identifying strategies to foster it within the organization and examining the direct relationship between empowerment and customer service levels. The research utilizes a mixed-methods approach, incorporating both qualitative and quantitative methodologies, including interpretivism philosophy, a descriptive research design, and a deductive approach. Data collection involves primary data through questionnaires administered to 20 employees and secondary data from various sources. The report outlines the research methodology, including research philosophy, design, approach, strategy, sampling, data collection, and analysis techniques. The findings aim to provide insights into how employee empowerment can be leveraged to improve customer service, offering recommendations for strategic enhancements within Thomas Cook PLC. The project also addresses ethical considerations and potential limitations of the research, offering a comprehensive analysis of the subject matter.

RESEARCH PROJECT

TABLE OF CONTENTS
RESEARCH SUBJECT...................................................................................................................1
TASK 1............................................................................................................................................1
1.1 Research Project outline specifications...........................................................................1
1.2 Factors that contribute to the process of research project selection.................................2
1.4 Research project specification 200...................................................................................3
1.5 Appropriate plan and procedures for agreed research specification.100.........................3
CHAPTER 2 LITERATURE REVIEW..........................................................................................3
TASK 2............................................................................................................................................3
1.3 Undertaking critical review of key references600............................................................3
CHAPTER 3 Research Methodology.............................................................................................3
2.1 Matching resources efficiently to research question or Hypothesis 200..........................4
2.2 Proposed Research Investigation in accordance with agreed specification 300..............4
TASK 3............................................................................................................................................4
CHAPTER 4: Data Findings, Analysis and Discussion..................................................................4
2.3 Recording and collation of relevant data 200..................................................................4
3.1 Appropriate research evaluation techniques 150..............................................................4
3.2 Data analysis 300..............................................................................................................4
CHAPTER 5: Conclusion, Recommendation and anticipated Limitations...................................4
3.3 Recommendation an Justification for areas of further considerations 200.....................4
4.1 Presentation of research outcomes...................................................................................4

Research Aim: To explore the significance of employee empowerment towards increasing high
quality customer service in travel and tourism sector - a study on Thomas Cook PLC, UK
TASK 1
1.1 Research project outline specifications
In competitive business environment, employee empowerment is analysed as a strategy
of management which is used to provide employees the tools and resources necessary in order to
make confident decisions at the workplace without supervision (Fernandez and Moldogaziev,
2012). Empowerment is analysed as long term and resource intensive strategy which includes
significant time and financial investment from leaders of organisation. Every business enterprise
regulates its operations with an aim to maximize the profit by providing high quality services to
customers. For improvement of quality of customer service, organisation usually focuses on
providing authority to their employees so that they will take correct decision about customer
service (Fernandez and Moldogaziev, 2013). Through appropriate research, they will be able to
provide ideas for increasing quality of service and information to management about competitor
strategies in market.
In addition, travel and tourism sector is an important part of economy as it consists of
many profitable business enterprise which are continuously focused towards innovating their
products and service to attract international visitors (Men and Stacks, 2013). Thomas Cook is
also an international tour operator which always focus on providing high quality services to
customers. In this research, scholar will clearly determine the importance of employee
empowerment towards improvement of customer’s service in Thomas Cook. This study will
provide complete understanding about the ways through which empowerment of workers can be
encouraged within enterprise. Below given is the aim and objectives which are formulated to
provide a specific direction for completion of research in appropriate manner.
Research Aim:
To explore the significance of employee empowerment towards increasing high quality
customer service in travel and tourism sector - a study on Thomas Cook PLC, UK
Research Objectives:
 To analyse the concept of employee empowerment in context of travel and tourism
sector

 To identify the ways to encourage employee empowerment in Thomas Cook PLC, UK
 To ascertain the relationship between employee empowerment and customer service in
Thomas Cook PLC, UK
 To recognise the significance of empowerment towards increasing high quality customer
service in context of Thomas Cook PLC, UK To suggest and recommend strategies for the improvement of employee empowerment in
order to raise high quality customer service
Research Questions
 What is the concept of employee empowerment in context of travel and tourism sector?
 What are the ways to encourage employee’s empowerment in Thomas Cook PLC, UK?
 What is the relationship between employee empowerment and customer service in
Thomas Cook PLC, UK?
 What is the significance of empowerment towards increasing high quality customer
service in context of Thomas Cook PLC, UK?
1.2 Factors that contribute to the process of research project selection
There are various important factors which have provided their support in selection of
appropriate research project such as: Data availability: It is an important factor which is always taken into consideration by
scholar prior to selection of topic. In this context, availability of data is an essential
phenomenon which has motivated researcher for selection of this topic on exploring
significance of employee empowerment towards increasing high quality. Area of interest: The scholar has a specific area of interest in this topic within research
project. Travel and tourism consists a wide scope of research and investigation on
different topics. Scholar has interest in undertaking research within travel and tourism
sector and therefore, this factor has contributed towards selection of research project
eventually. Feasibility: Topic of research is quite feasible which enables scholar to prepare relevant
research project. In this, investigator will pay more attention on the importance of
employee empowerment towards improvement of customer’s service in travel and
2

tourism sector. Therefore, feasible topic of research is another factor which has
contributed towards the selection of research project.
 Enhance conceptual knowledge: Need of increasing conceptual understanding about
research methodologies and techniques for collection of data is another factor behind
selection of this study.
1.4 Research project specification
For undertaking the research, scholar will have to utilize some important and precise
research methodologies. These are usually analysed as an essential structure which helps scholar
to conduct appropriate research in a coherent and logical manner. In this context, researcher has
also utilized some important qualitative and quantitative methods for undertaking research on
exploring the importance of employee empowerment towards improvement of quality of
customer services in travel and tourism sector. These key research methodologies are mentioned
as below:
Research Philosophy
It implies towards beliefs of scholar towards the ways through which data related to
topic should be collected, analysed and used in appropriate manner. There are various kinds of
philosophies of research such as positivism, realism, pragmatism and interpretivism (Neuman,
2013). In this project, scholar will use interpretivism philosophy which is an approach to social
science that opposes the positivism of natural science. It helps the scholar in accomplishment of
set aim and objectives of research.
Research Design
It is considered as overall strategy which scholar will select to combine the different
components of study in coherent and logical manner, thereby ensuring that it will address
research problems effectively. It also constitutes the blue print in order to collect, measure and
analyse data. There are usually two kinds of research design such as Descriptive and exploratory.
In this research project, individual will employ descriptive research design as it allows scholar to
analyse subject of employee empowerment effectively and eventually, the investigator will
attain capability to answer research questions.
Research Approach
3

It implies to the method which is used for testing of assumption or Hypothesis in the study. In
this research, scholar has selected deductive approach which does not consist of hypothesis and
helpful in testing assumption. This aids scholar to address the research problems appropriately.
Research Strategy
It implies to plan that will work on the overall research project and involves strategies which
are applied to make research more reliable and valid (Taylor, Bogdan and DeVault, 2015).
Usually there are two kinds of research strategy such as qualitative and Quantitative philosophy.
In this, scholar will employ both research strategy in order to analyse primary and secondary
data.
Sampling
Simple random sampling method will use for selection of sample size from target
population because each members in this research will gain opportunities to participate in
research. Sample of 20 employees of Thomas cook from different department will be taken by
scholar for collection of data.
Data collection
It implies to the process of identification of sources and collection of data required to
attain expected research outcomes (Mackey and Gass, 2015). There are two method of data
collection such as primary and Secondary. In this research, scholar will employ both primary
and secondary method of data collection which helps in increasing reliability and validity of
research project.
Data analysis
It consists of process for transformation of collected data in to useful information by
using different methods with aim to achieve relevant outcomes of research. In this project,
Scholar will use percentage analysis method for interpretation of data as it helps in determining
research outcomes appropriately.
1.5 Appropriate plan and procedures for agreed research specification.
Activiti
es (In
weeks)
1 2 3 4 5 6 7 8 9 10
Resear
4

ch
topic
selectio
n
Develo
pment
of aim
and
objecti
ves
Critical
analysi
s of key
literatu
res
Compo
sition
of
approp
riate
researc
h
method
ologies
Compl
etion
of
propos
al
5

Questi
onnair
e
designi
ng and
pilot
survey
Docum
entatio
n of
actions
of
records
Data
analysi
s and
interpr
etation
Discus
sion
and
recom
mendat
ion
Final
editing
and
submis
sion
6

CHAPTER 2 LITERATURE REVIEW
TASK 2
1.3 Undertaking critical review of key references
Concept of employee empowerment in context of travel and tourism sector.
According to Chiang and Hsieh, (2012), Employee empowerment is as strategy of
management which implies to providing appropriate authorities to employee along with
responsibilities. Empowerment helps employees to take corrective decision and selection of
appropriate direction in order to attain organisational objectives.
Ahmed and Rafiq, (2013) describes that high employee engagement has improved efficiency of
company to attract customers and improve its quality of products and service. Increase in power
and independence of employees enable them to develop strategies for resolution of problems. It
also tends to reduce conflicts among employees at workplace.
Ways to encourage employee empowerment
As per view of Lages and Piercy, (2012), there are various important ways through which
organisation can encourage employee empowerment at workplace such as:
Open communication: Namasivayam, Guchait and Lei, (2014) stated that management of
company needs to create an environment and provide freedom to their employee for
communicating their problems, ideas, solution and suggestion to their senior or top management
to encourage empowerment. Adopting idea and concepts by management will provide feeling of
independence and importance to employees at workplace. This will help them in increasing their
efficiency towards development positive customer relationship and improving quality of service
to customers.
Training and development: According to Gill and et.al., (2012), when workers of organisation
are not skilled in the latest tools and techniques of their industry, they can never be empowered
to boost the business of company. This is because people need competence and clarity to make
effective decisions. An empowering organisation need to spend their time with technical training
and clarity of purpose than on that it relies upon compliance model.
Delegation of Authority: (4 Ways to Encourage Employee Empowerment, 2017) described that
leaders in travel and tourism organisation needs to allocate resources and provide appropriate
7

authority to their employees so that they can accomplish their responsibilities within specified
time duration.
Cultural empowerment: van Scheers and Botha, (2014) states that organisation should make
empowerment as part of their culture and rely on input from their entire staff and to encourage
people to lead on their own levels. Through this way, Hospitality industry enterprise will be able
to improve efficiency of their employee towards increasing quality of customer service.
Relationship between employee empowerment and customer service
According to Frazier and Fainshmidt, (2012), Most business enterprise understand the fact that
best customers service strategies can be derailed if customers facing employee don;t do their
part. Workforce are lifeblood of organisation and their primary point of contact with customers.
Employee can make organisation, product and customer experience look fantastic. Further, if
individuals hired by company to interface directly with customers don't have the authority or
resources to positive customer experience then it is virtually certain that they would not be able
to deliver superior service. In contrast to this (N. Torres and Kline, 2013), if employees are kept
in a position to succeed and meeting customer's needs at every touch point, company's chances
of maintaining a contended customers base increases exponentially. However, it clearly
determined that there is major relationship between employee empowerment and customers
service.
Significance of empowerment towards increasing high quality customer service
According to Chiang and Hsieh, (2012), the more capable company's employee are, the
more they likely to be satisfied with their job which goes a long way towards improvement of
customers retention and improvement of quality of service. Empowerment tends to raise
satisfaction of employees towards their job and creates loyalty towards achievement of
organisational objectives.
Lages and Piercy, (2012) describes that when employee feel more accomplished and
know that they are valuable part of company's infrastructure then they are more likely to bring a
more creative spirit to their job and employ critical thinking. This aids the management in
providing quality of service to customers and accomplishing their requirements appropriately.
Delegation of authority to employee tends to reduce burden of managers and improve strategic
decision making at workplace (Gill and et.al., 2012). However, in some situations it also creates
indiscipline among employees and changes their behaviour towards management which leads to
8

failure of management. Therefore, it is important to provide empowerment to employee but
organisation should make them accountable towards their decisions.
CHAPTER 3 Research Methodology
2.1 Matching resources efficiently to research question or Hypothesis
QUESTIONNAIRE
Name:
Age:
Company: Thomas Cook PLC, UK
Designation:
1. Is your organisation has provided empowerment to employees at workplace?
(a) Strongly agree
(b) Agree
(c) Disagree
(d) Neutral
2. Does management in Thomas Cook provide authority to employees in decision making?
(a) Strongly agree
(b) Agree
(c) Disagree
(d) Neutral
3. Do you think that quality of customer service is improved at Thomas Cook is improvement
after empowerment of employees?
(a) YES
(b) NO
(c) Not sure
4. Which important strategy is highly adopted by management to encourage empowerment ?
(a) Open communication
(b) Partnership
9

(c) Training and development
(d) Cultural empowerment
5. Which department of organisation high rely upon input of employees?
(a) Marketing
(b) Finance
(c) Human resource
(d) High Employee Engagement
6. Do you think that customer of Thomas Cook has been increased after empowerment of
employee?
(a) YES
(b) NO
(c) Not sure
7. Provide your suggestion for improvement of empowerment and increasing quality of
customers service.
------------------------------------------------
2.2 Proposed Research Investigation in accordance with agreed specification
For completion of research, there are various important methods have used by scholar
such as:
Research Philosophy
There are various kinds of philosophies of research such as positivism, realism,
pragmatism, and interpretivism. In this project, Scholar has utilized interpretivism philosophy
which is an approach to social science that opposes the positivism of natural science. It helps
scholar in accomplishment of aims and objectives of research (Lewis, 2015).
Research Design
It involves the blue print in order to collect, measure and analyse data. There are usually
two kinds of research design such as Descriptive and exploratory. In this research project,
individual has employed descriptive research design as it allows scholar to analyse subject of
10