In the literature, there are two main views on empowerment (Lakew, 2011). The first is proposed by Robbins (2005), who defines the concept of empowerment as “participative management, delegation, and granting power to lower-level employees to make and enforce decisions.” This definition is consistent with a structural or relational view. Another definition that considers the relational view of employee empowerment is provided by Brymar (1991) as “a process of decentralization of decision-making in an organization, whereby managers give more discretion and autonomy to employees front line. Ghosh (2013, p. 95) defines empowerment as “the process of transferring authority and responsibility to employees lower in the organizational hierarchy,” and Armache (2013, p. 19) elaborates on this. describing it as “a strategy and philosophy that empowers employees to make decisions.” decisions regarding their work. Thomas and Velthouse (1990) offer a second perspective on empowerment, defining empowerment in terms of a concept of cognitive motivation or psychological empowerment. The following definitions are consistent with the psychological concept; for example, Carlzon (1987) views empowerment as a motivational construct. He states that, "in an employment context, empowerment fulfills the role of freeing someone from rigorous control by instructions, policies and orders, and giving that person the freedom to assume responsibility." responsibility for one's ideas, decisions and actions. and Kanungo (1988) view empowerment as a motivational construct and describe it as enabling rather than a delegation process. Melhem (2004, p.73) points out that empowerment unlocks hidden resources that would otherwise remain inaccessible at the bottom of the paper. British Journal of Management, 9(4), pp.341-353. Timothy, AT and AbuBakar, HS, 2013. Impact of employee empowerment on service quality – an empirical analysis of the Nigerian banking sector. British Journal of Marketing Studies, 1(4), pp.32-40Yeasmin, S. and Rahman, KF, 2012. Triangulation research method as a social science research tool. BUP Journal, 1(1), pp.154-160.Zaidi, F. and Anwar, S., 2011. Employee empowerment and its impact on service quality: a study from employee and customer perspectives. VDM Verlad, Taschenbuch.Zeithaml, VA, Parasuraman, A. and Berry, LL, 1985. Problems and strategies in services marketing. Journal of Marketing, 49(2), pp.33-46. Zeithaml, VA Berry, LL and Parasuraman, A. 1988. Communication and control processes in service quality delivery, Journal of Marketing, 52, April, pp.. 35-48.