his assessment item requires you to consider:- The positive and negative Impacts of The Customer Empowerment on Employees, Customers, and Firms Positive impacts: Employees: e.g. quality, better customer service, job satisfaction Customers: e.g. flexibility, control, personalized service Firm: e.g. customer – employee loyalty, market share, sales Negative impacts: Employees: e.g. substitution labour with customers, handle mis-behaving customers Customers: e.g. time and effort, low employee contact Firm: e.g. customers mis-behaving , technology costs