Question

TWA allows the agent-in-charge at the gate to decide whether to give out a "free ticket" to some passengers when a flight is overbooked. This is an example of:

A. innovation
B. restructuring
C. TQM
D. empowerment
E. outsourcing

Answer 1

This scenario is an example of empowerment, where the agent-in-charge at the gate has the authority to decide whether to give out a 'free ticket' when a flight is overbooked.

Step-by-step explanation:

This scenario is an example of empowerment. Empowerment refers to giving decision-making authority and responsibility to individuals lower down in the organizational hierarchy. In this case, the agent-in-charge at the gate has the authority to decide whether to give out a 'free ticket' when a flight is overbooked. This decision-making power empowers the agent to make a discretionary call based on the circumstances and the needs of the passengers.