Site name: Search engines URL: Google—www.google.com Yahoo!—www.yahoo.com Bing—www.bing.com Background information: Many managers believe that to deliver quality service successfully, a “service culture” must be present in an organization. This “service culture”
needs to be internalized by all employees in the organization. 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.