Customer Service And Employee Satisfaction

2. Theoretical Background and Hypothesis Development 2.1 Theoretical Background Research on employee attributes and performance has traditionally resided in the domain of organizational psychology, not OM. However, as operations

Leadership can be defined as the ability to lead a group of people successfully in an organization. Hall, et al (2008) have mentioned that an effective leader has to be visionary, motivating and responsible in order to successfully run a business organization. In business the two key leadership styles, which are widely used in today’s corporate world are autocratic leadership and democratic leadership (Johnson, n.d.). Autocratic leadership may be explained as “a leadership style where the manager sets objectives, allocates tasks and insists on obedience” (Hall, et al 2008 p.g 401). Conversely, democratic leadership encourages “participation in decision making” (Hall, et al 2008 p.g 402). Whilst many people would consider autocratic

There are so many dimensions and concept to the very idea of what is leadership, how to define leadership, what traits and characteristics makes a great leader, and what is the purpose of leadership. It can be about perspective and whom it is that defines what makes a leader because in some environments the term leadership and management are interchangeable. A leader is more than the authority figurehead that controls the decision-making and direction of a group of people. According to Fairholm & Fairholm (2009) a leader will create a culture of trust, progress, and growth that enables the workers/followers to grow mature and develop to their fullest potential and at the same time to develop the leader skills (Fairholm & Fairholm, 2009, p. 2).

A leader is defined as a person with responsibility to influence one or more followers and directing them to achieve a set objective (Sethuraman, 2014). In order to achieve that set of objectives effortlessly, effectively, and efficiently, the most important and valued trait of a leader is an effective leadership styles. Effective leadership styles are required in every organization at every level to be successful. The success or failure of an organization depends on the quality of leadership particularly on the part of top management. An effective leadership style can be developed on the basis of understanding of the situations (Sethuraman, 2014). Top management should know which leadership style is needed based on the situation to be most effective to gain trust and respect from their employee. There is no single method of influencing the behavior of employees for every situation. The employee’s level of knowledge on the task and can determine which leadership style that will be most effective for the situation. Preparing leaders to lead

Leadership is the act of motivating and guiding; facilitating it can gain the help and support of a group in order to achieve a particular objective. Dr. Kumar at the University of Delhi generalized a rather good definition, “leadership is a dynamic process in which an individual behaves in a certain manner, thereby influencing others to follow” (9). Leaders have the means to drive any willing organization and make it successful. Willing is included because leadership seeks to eliminate unease and help the group visualize objectives and begin working fluently towards that initiative. Good leadership can envision and empower a group focusing it to overcome and prosper. Good guidance can turn underachievers into all-stars or take the misdirected group of all-stars and focus them into a team of superstars. They strive to eliminate the value of titles and work to include everyone, promoting the entire group to higher levels.

Leadership plays a critical role in the achievement of organizational growth and exhibit the best performance in the industry. Leadership determines the success of an organization as it is important to understand that the companies that perform excellently well in the industry are inspired by the conduct and attitude of their leaders. Leaders need to institute measures and mechanisms that will substantially improve the performance of their companies and project a good corporate image. It is important to acknowledge that corporations never fail but leaders do as they are charged with the primary mandate of ensuring that all the operations of the companies are structured for excellence.

Most companies understand and are aware of the importance of leadership and the vital role it plays in the effectiveness and development of a company’s overall health and well-being. All businesses set out to be profitable otherwise the company would not exist. Competition has become increasingly advanced in today’s global business world and as a result, organizations must be the best they can be at all times. If they drop the ball it will most likely cost them in respect to the company’s bottom line. This is why it is important to have a solid leadership style in place.

Businesses all over the world want to make a profit, increase sales, improve customer satisfaction, and employee loyalty, but the difficult task in achieving these goals is knowing the exact balance in order to reach their true potential. Generally speaking, a business will either succeed or fail based on these three internal variables: their products, their set prices, and the atmosphere or tone which is set once the customer enters the store. It is understood that if a business owner sets their prices too high, their customers will think they are over-priced and will not consider their products; however, if they undervalue their products, the customers will be under the impression that the product is cheap and will also avoid the item under accusation.

!2 According to Hoffman and Bateson, four factors service firms should consider prior to attempting to increase customer satisfactory ratings are the satisfaction ratings of the firm’s competitors; the dollar investment necessary to increase customer satisfaction relative to the impact of increasing the firm’s market share; the number of time periods required to recoup the investment; and the opportunity costs associated with the other uses of dollars spent (Hoffman & Bateson, 2011). Together, these factors make up the Babich Model. Management, investing time and energy into these factors, can provide data towards the

As the old saying goes, “great leaders are born, not made.” In many ways, the role of a good leader is essential. Yet, realizing exactly how to become a real leader is inside every person. It does not matter if you are leading several groups, a whole business or simply one person. Exploring this from a managerial viewpoint it is obvious that companies are becoming more and more dependent upon technology than in the past. Also, because of the gradual rise in consumer demand for around the clock customer service, this is not likely to change. Technology has played a big role in guaranteeing that a customer’s needs are met at all times. It is also crucial that businesses make sure that the employee’s needs are not neglected and that they do not feel replaced because of the increasing reliance on technology. In spite of everything, a company cannot function without its employees. Therefore, the employees should be treated as human beings and not as a piece of equipment.

Donna Cowan is in charge of Human Resources Development at the Thoroughly Modern Manufacturing Company (TMM). TMM makes "low tech" office products such as file cabinets, computer tables and bulletin boards. The company's CEO recently asked Donna to identify key manufacturing jobs and re-design them in ways that will make them more intrinsically motivating to employees. The CEO's goal is to improve employee job satisfaction and performance, and reduce absenteeism and turnover.

The primary subject matter of this case involves the job satisfaction and employee engagement of a spa company’s workforce called Bella. The case depicts a new general manager Kris Jenkins’s concern that Bella’s numbers had deteriorated dramatically in the past year. Profits were down; absenteeism was up; turnover, while not dramatic, was higher than it had been in the past five years. This report shows how important the employee engagement to bring job satisfaction which overall leads a company with a less absenteeism, low turnover rates; ultimately increase productivity and performance that effects on to bring higher profits. So there is some offer and recommendations regarding the result of the employee survey to the

The food service industry in California has become a growing market for new restaurant entrepreneurs as well as new job seekers. In the hospitality and food service industry, leisure theories are important because they help in how the business will provide the customer with the best possible and pleasant experience. However, in order to create a memorable dining experience for the customer it is important to recognize how the employees are being motivated and what methods are being used to asses performance, according to Michael C. Sturman’s article; “Motivating your staff to provide outstanding service”.

Customer satisfaction is one of the many objectives that could be measured by using quantitative methods. One of the indicators of customer satisfaction is the number of feedbacks received from customers. Despite that the number of feedbacks best reflects an organization’s performance; it possesses a difficulty particularly in the design stage of a survey. The survey may be administrated to a specific group of customers regularly which may lead to a bias result. Thus, the satisfaction index could be manipulated to generate a favourable outcome instead of representing the data truthfully. By measuring the number of loyal customers, an organization is able to foresee if their customers are satisfied. Customer loyalty reflects the likelihood

After conducting a study of the satisfaction found among employees of Choongam Sports Center, I have discerned some key elements of employee satisfaction that will be useful to the company in optimizing its work space.