Employee Empowerment And Customer Service Delivery In Selected Small And Medium Size Restaurants In Nairobi City County, Kenya

ABSTRACT In the global market today, competition between various providers of service is brutal and firms in the service industry continuously endeavor to create, manage and maintain healthy relationships with customers, to gain competitive advantage over the others. When services are inappropriately handled and coordinated, the outcome is wrong perception of service quality, client‟s complaints, staff turnover, low sales and customer dissatisfaction. This study investigated the effect of employee empowerment on customer service delivery and the following specific objectives guided the study:…