Empowerment of employees helps address the delivery gap because
A. employees directly involved with the customer can respond effectively at the moment the problem occurs.
B. customers appreciate feeling empowered.
C. management then doesn't need to devote time and energy to resolving service delivery problems.
D. employees spend less time resolving problems than managers would.
E. it ultimately contributes to employee knowledge and retention.
Answer: A. employees directly involved with the customer can respond effectively at the moment the problem occurs.