1. Adelman, M.B., Ahavia, A. and Goodwin, C. (1994), “Beyond smiling: social support and service quality”, in Rust, R.T. and Oliver, R.L. (Eds), Service Quality: New Directions in Theory and Practice, Sage, London.
2. Alpander, G. (1991), “Developing managers ability to empower employees”, Journal of Management, Vol. 10, pp. 13‐24.
3. Ashness, D. and Lashley, C. (1995), “Empowering service workers at Harvester Restaurants”, Personnel Review, Vol. 24 No. 8, pp. 17‐32.
4. Barbee, C. and Bott, V. (1991), “Customer treatment as a mirror of employee treatment”, Advanced Management Journal, Vol. 5, p. 27.
5. Barry, T. (1993), “Empowerment: the US experience”, Empowerment in Organizations, Vol. 1 No. 1.