The Blue Sun Hotel is known by its excellence and customer service. Customers are treated as valued guests, and they return to the hotel, because they are emotionally engaged and made feel valued by the staff. The hotel records guests' preferences and staff go out of their way to dazzle the guests, strengthening their relationship. The hotel's employees are empowered to fulfill the needs of their guests and can make corrections costing up to $1,000 each day.

a. Define the term empowerment. (2marks)

b. Identify the two main types of empowerment and explain which one is used in the above case. (3 marks)

c. Discuss the benefits of empowerment for both employees and organisations? (8 marks)

d. What other motivationtechniques could be used in the case to further motivate employees?