Answer both discussion question in at least 1 paragraph.
1) Is empowerment always the best approach for effective service delivery? Why is employee empowerment so controversial?
2) Discuss the customer's role as a potential competitor. Describe a time when you chose to provide a service for yourself rather than pay someone to provide the service for you. Why did you decide to perform the service yourself? What could have changed your mind, causing you to contract with someone else to provide the service?