The thrust of this study was to determine a plan for the implementation of an empowerment strategy, for resort hotels. The review of the literature failed to reveal a recipe for implementation of an empowerment plan the is comprehensive or designed for long term benefits. However, there are numerous articles and books which discuss components which, may in fact, be critical aspects to an overall strategy - The study analyzed successful empowerment strategies from a corporate department of quality, and three resort hotels regarded as leaders in total quality management. The study used the Delphi Method to obtain consensus of opinion with regard to the necessary ingredients to implement a successful empowerment strategy.

Library of Congress Subject Headings

Hotel management; Total quality management; Customer services; Resorts--Management

Publication Date


Document Type


Department, Program, or Center

School of Food, Hotel and Tourism Management (CAST)


Kelly, Edward

Advisor/Committee Member

Marecki, Richard


Note: imported from RIT’s Digital Media Library running on DSpace to RIT Scholar Works. Physical copy available through RIT's The Wallace Library at: TX911.3.M27B68 1994


RIT – Main Campus