An empowered employee may disobey rules and procedures to help a customer and in turn the organization itself.

For further analysis of delegation and empowerment, we need to understand the concept of power itself. In bureaucracies, work is simply done by following preset procedures. Leadership doesn't usually have to impose power, in fact power is granted to employees to choose the best available choice (decision-making) cohering with the rules and regulations. Most discussions on power often incorporate the five categories of the social power identified by the psychologists John French and Bertram Raven (1959). These five classic types of power include reward, coercive, legitimate, referent, and expert. Reward, a source of power is based on a person's ability to control resources and reward others; while the target of this power must appreciate these rewards. Coercive power is as the name suggests, related to fear. The person with coercive power has...
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