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摘要：Every interaction between the customer and company is a moment of truth. Every moment of truth contributes to the final impression and judgment of the customer on the quality of the service and the company. So for the company, it is crucial to introduce the moment of truth to the system, both the management and the frontline. By adjusting the elements that form the moment of truth, internally and externally, the company can develop itself with high customer satisfaction and loyalty. Thus, it can survive in any intense competition.

viders. So the employee, especially the service provider who directly interacts with customer, is very important element for the company to gain the positive moment of truth.

The concept of empowerment is promoted to stimulate the workers' potential. By the empowerment, the employee has more freedom to operate the work and they are also increasing responsible for their actions (Keenoy, 1990).

First of all, the empowerment encourages the employee to be creative. With the increasing intense competition in tourism service industry, the service that can delight the customer is not just concerning "what", but more important, "how". The empowerment authorizes and encourages the employee to deliver the service in their own way. The personal style service is highly in accordance with the service requirement of individuation nowadays.

Secondly, the employee empowerment also can help the company to improve the strategy and policy. The service with creation does not follow the same pattern any more. The diverse service patterns can examine that whether the company policy is exhaustive and humanistic. At the same time, the management in the company should pay more attention on the employees' opinion. As Jan Carlzon (1987) mentioned in his book Moment of Truth, he was forced to adjust the company system and policy as the CEO of the SAS Airline. He said the company's strategy and policy should support and assist the staff to service the customer better. If the service provider wants to service the customer better only by violating the company policy or rules, the policy and rules should be changed. The company should support the occasions that the employee try to satisfy or even to surprise the customer with exceptional service, by the service itself and the way the service is delivered.

Besides, the empowerment makes the employee feel respected and valued by the company. Then they are committed themselves more to the company. They do not just work for a company; they work for the company. So they are more willing to contribute their potential and productivity, which leads to an exceptional service quality and further leads to the customer satisfaction and increased profit.

In addition, the commitment of the employee to the company guarantees the employment loyalty. The employee loyalty is very important for the company because it is very costly to hire and train a new employee for the company. Especially for the tourism industry, the most of the work content relate to face the customer. The work usually does not follow a regular pattern. So it requires more than just diploma. It requires the work experience to deal with customers. It takes time for the new employee to be expert in it. During this time period, the loss caused by the unsatisfied service may be even more than the cost to hire and train a new employee. So the employee empowerment can reduce the cost for the company, and at the same time explore the profit source.

Service Evaluation and Recovery

As what is mentioned before, the tourism service is a service industry. There is no regular and settle pattern to operate the service. The highly involvement of people, no matter the service provide本论文由英语论文网提供整理，提供论文代写，英语论文代写，代写论文，代写英语论文，代写留学生论文，代写英文论文，留学生论文代写相关核心关键词搜索。