Determinants of delegation: A study in five star hotels

In a competitive business scenario, attracting and retaining customers is a daunting task for managers of service industry in general and five star hotels in particular. This paper suggests a few measures through which customer care can be improved. Well-defined job, better superior–subordinate relationship, and effective delegation may help frontline employees to take extra care of customers and retain them. Based on a sample of 319 frontline employees of five star hotels, this paper studies the direct and interation effect of determinants of delegation, i.e., job characteristics and superior–subordinate relationship and the effect of these determinants on factors of delegation, i.e., amount of delegation, process of delegation, and facilitating factors of delegation. The study concludes with the findings that job characteristics and superior–subordinate relationship significantly influence delegation. The interaction effect of job characteristics and superior–subordinate relationship is also found to be influencing significantly.