Etihad Airways

4049 Words17 Pages
THE IMPACT OF MOTIVATION ON THE PERFORMANCE OF EMPLOYEES TO ENSURE CUSTOMER SATISFACTION IN ETIHAD AIRWAYS (UAE)

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Introduction In the recent past there has been increased concern regarding the role of employees’ motivation in organizational performance. The business sector has for the last three to four decades received tremendous changes based on the increased competition. This has widely been influenced by the aspects of globalization. With the increasing interaction among the global communities, business new business opportunities have been opened for existing business. This has in turn led to significant competition
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This may in turn affect the outcome of the research study thus fail to meet its primary objectives (Lawrence 2004: 23). Literature review The topic of human motivation and its significance in organizational performance has drawn a lot of attention among different scholars. This is with reference to the significance of the concept in the business world and more so in the contemporary society (Krzemien & Wolniak 2007: 749). Various scholars, theorists and researchers have done remarkable contributions in the topic, whereby they have been able to identify the impacts of motivation in employee performance. The issue of customer satisfaction has also been adequately addressed by researchers who have engaged in the study on employee motivation. As postulated by Terpstra (1979: 58), the diversified research conducted by different scholars and researchers have shown a strong correlation between employee motivation and customer satisfaction. As indicated by Skinner (1953: 56), the concept of employee motivation has been clearly understood but rarely practiced. Skinner (1953: 56) continues to urge that in order to understand motivation, there lays great need in understanding human beings. In this regard, human behavior has been strongly correlated with the level of human motivation; meaning the higher the level of motivation, the better the behavior. With this in mind, it has been made clear that, proper employee motivation leads
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