Service sector is the fastest growing sector in India, which encapsulates many areas like IT, telecom, logistics, finance, education, tourism, professional services etc. It is contributing significantly to the Indian economy for the growth of GDP. Service firms are highly autonomous in nature and vary greatly in terms of products and services offered. Therefore a great deal of situational demand is thrust upon employees in the service industry as customer demands and job tasks vary greatly. Firms within the service industry depends heavily on an employee’s ability to deliver effective service even during chaotic and turbulent situations. For that reason, the study of employee empowerment within service oriented organizations is important to …show more content…
Poor interaction with guests invariably results in dissatisfied customers which can seriously damage a banks reputation in the long run, thus deteriorating sales turnover. It is therefore imperative that employees within service industries such as the banking industry be granted the freedom and discretion to solve problems “on the spot” using their own acumen and judgment.
In any service context, employee job satisfaction is crucial as it is closely linked to customer satisfaction. It is therefore in the best interest of an organization to devote a substantial amount of effort examining ways to improve as well as maximise the satisfaction an employee has in the workplace. Previous research has shown that employee job satisfaction is a relevant factor in service quality improvement because employees who feel satisfied with their jobs provide higher levels of customer
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As the relationship between customer satisfaction and employee satisfaction becomes increasingly interrelated. There is substantial evidence in terms of the relationship between customer loyalty, profitability and job satisfaction. The value of the service provided determines the level of satisfaction finally; value is created and determined by satisfied and productive employees. However, it is the internal quality of a working environment that drives employees’ job satisfaction. In service organization, job satisfaction may have impact on customer satisfaction. Job satisfaction is positively related to employee perceptions of service quality. Therefore, job satisfaction in the workplace is a crucial element which deserves a substantial amount of attention for both the well being of the employee and organization. Employee job satisfaction is a worthwhile investment for organizations striving to reduce their employee turnover rate and retain their current
There are many different causal reasons for the existence of this problem with employee satisfaction and morale. In this paper, I will address what I believe to be the most important factors that contribute to this problem. This employee satisfaction problem, and its causal and symptomatic problems, impacts the department in many ways. For example, we have lost valuable employees resulting in unnecessary attrition. There is a loss in productivity that results from the time and energy that many employees spend dealing with components and symptoms of the individual problems. This wasted t...
Empowerment is commonly confused with incentivizing employees. In many cases, there are no consequences for employee empowerment gone wrong, but some actually have severe consequences for the business. A recent example of this phenomenon is the Wells Fargo fiasco. Wells Fargo employees were incentivized in a way that made them behave unethically to meet standards and gain rewards. This skill application, will discuss Wells Fargo could have used other methods of empowering and engaging employees, which probably would have had a less harmful effect on their business and how they should act in the future.
Likewise, the authors looks at the prospect of exactly how employee’s customer orientation predicts customer-rated service performance. The author’s draws on the positive aspects of what a transformational leader should be by illustrating that transformational leaders can successfully simplify service employees’ task requirements by coaching them on how to meet customer needs, which can help to reduce employee’s role of ...
Some of the things that companies could do to improve job satisfaction for example, would be to identify when an employee is bored on the job, address it, obtain feedback from the employee for ideas to make their job more interesting and challenging. This would allow a leader to assist this individual in designing different ways to perform duties or depending on individual’s future career goals and performance level, may need more responsibility or promotion in order for the employee to maintain job satisfaction and retention with t...
Since I work at TD Bank, we are a bank that is extremely focused on “banking human” and “WOWing” all of our customers. Customer service has a great impact on all businesses because it is the determining factor on whether a customer is more likely to return in order to increase business. At TD Bank, we are trained to focus on profiling a customer’s account and to make sure that they are in all of the best accounts that suit them. We are also trained to introduce ourselves while using the customers name during a transaction to make it more personal. Another way to make it more personal is that we are a very open bank and are not aloud to have those glass windows separating us between the customers.
In addition, empowerment is a factor that can motivate others to enhance their work productivity. Human empowerment leads to the job satisfaction. When management gives an employee the opportunity to work based off of their own standards, this amounts to those in the company, resulting in the job productivity increasing. “An example of a way to motivate employees is the management offering them opportunities for promotions and pay rise negotiations. Studies show that majority of individuals prefer professions that they’ll enjoy, while some end up in their profession due to pressure from society.
Empowerment is an emerging construct used in determining the organizational effectiveness. This article mainly stresses on the meaning of empowerment beyond what is usually explained in terms sharing power of managers with subordinates, in this article the author believes that this traditional model has certain flaws which is discussed in the article. Empowerment construct is usually derived from the root constructs of power and control in management. Empowerment is viewed from two different ways. Empowerment as a relational construct: power is primarily a relational concept used to describe the perceived power or control that an individual employee
Employee satisfaction, employee turnover, and workplace environment are inseparably linked. Workplace environments heavily influence employee satisfaction, which directly affects employee turnover rates. When employees feel they are not being supported within their first months of hire, they will inevitably leave the company. Employees want to have the security that if they need assistance, someone will be there to guide them. Therefore, it is imperative for organizations to develop a thorough onboarding program and a long-term retention plan.
It is well established reality that organisations in the world today can no longer survive without focusing on their employees. If they have to be at the competitive edge they have to invest in human resource, and placing their employees on top priority. This notion has lead to the strategies that, most organisations are pursuing through employee management. To achieve the optimum performance from employees organisations must motivate their employees, and have to engage them in activities that will benefit and help employees in achieving their predetermined goals and objectives. In order to achieve this, it is imperative for managers to set in motion work conditions that will help employees to achieve satisfaction of their job, low turnover and absenteeism rate and promoting the environment that promotes the organizational commitments and organizational citizenship behavior. Job satisfaction has been identified as a major requirement for organisations which aim to achieve excellence in their operations. Armstrong (2003) refers to job satisfaction as the attributes and feelings people have about their work. By extension, job satisfaction will mean positive or favourable attitudes towards one’s job whilst a negative or unfavourable attitude indicates job dissatisfaction.
In commercial banking, one of the most typical reasons that lead to high stress is that the staff must (by any means) manage to meet the daily sales target in selling financial products to customers. Hilary Osborne (2013) reports how a staff member at Halifax described how stressful the sales culture there is, with “sales targets are everywhere” and “throughout the day, staff discuss how much they have sold and how they can sell more”. Specifically, there were around four meetings in a Halifax branch a day, discussing which products will be sold to which customers, which staff claimed left them quite “disheartened and demotivated” because “how can you know a customer's needs without ever speaking to them?”. If the customers available at the branch don’t buy much financial products, staff will need to “call existing customers about the potential products they could want”. All sales will be translated into points and since each branch has to make roughly 5,000 points a day, “pressure is put on staff again to find more points from customers before 5pm”.
The problem of job dissatisfaction is a global workplace issue. Although Americans are happier in their jobs, satisfaction in the United States is declining due to downsizing and overburdening. (Robbins & Judge, 2009). Before outlining job dissatisfaction a definition of job satisfaction is needed. Job satisfaction is “[an] individuals’
Employee empowerment can be described as giving employees' accountability and ability to make choices about their work without managerial authorization. Good managers are expected to assist employees to improve job success by supporting, training, leading and giving advice. Employee empowerment can increase employees' motivation, job satisfaction, and loyalty to their companies. The power that managers comprise should now be shared with employees with confidence, assertion, inspiration, and support. Work decisions and the ability to control an individual’s amount of work are now being relied upon at lower-level management positions (Fragoso, 1999). Groups of empowered employees with little or no supervision are now being formed and these groups are being called self-managed teams. These groups can now solve work problems, make choices on schedules and operations, learn to do other employees’ jobs, and are held accountable for the quality of their finished products.
The purpose of this report is to brief the management on the importance of employee satisfaction in achieving the competitive goals of the organization through increasing the retention of the employees.
...s in the corporate world by setting new standards to promote and better satisfy their employees. We chose four leading companies in four different industries. The above analysis definitely reveals that perhaps one of the reasons why these companies are the leaders in their industry is because they are well aware of the importance of the work force. They mention in their mission statements as well that yes in deed customers are important but in order to make the customer happy they first need to motivate and satisfy the employee as well. According to Citibank, the general belief is that a happy worker is a motivated and loyal one. So keeping employees' spirits high is a sure-fire way of maintaining a productive workforce. A productive work force would ultimately lead to a healthy organization which would not only promote the society its working for but also itself.
Performance management forms a bridge that connects between the employees and the organization. Organization considered performance management as insurance for the both company that employees will attempt to give their best performance at the work site. In return, the organization will fill their obligation to the employees by providing all the necessary tools, resources, training materials, feedback, motivation, appraisals, and rewards systems to assist the employees with being fully successful. Kazlauskaite, Buciuniene, & Turauskas (2012), indicated, “Organizations empowerment was positively related to job satisfaction, and affective commitment” (p.138).