98 research outputs found

    Strategies for Low Employee Turnover in the Hotel Industry

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    Employee turnover affects the profitability, performance, and customer service of an organization. The purpose of this multiple case study was to explore strategies that leaders in the hotel industry used to maintain a low rate of employee turnover. Motivation-hygiene theory was the conceptual framework for the study. The study population included 9 hotel leaders from 2 international hotels operating in Jamaica. Methodological triangulation involved the comparison of data from observation of hotel facilities and leaders\u27 interactions with employees, review of company documents, and semistructured interviews. Data were analyzed into emerging themes using a Gadamerian hermeneutics framework of interpretation. Four major themes emerged from the data analysis: effective leadership strategies, favorable human resource management practices, good working conditions, and a family-oriented organizational culture. Analysis of the data showed that hotel industry leaders used a combination of these strategies to maintain low rates of employee turnover. The findings and recommendations may contribute to positive social change by providing hotel leaders with effective retention strategies, resulting in increased profitability and potential income continuity, thereby decreasing unemployment and moderating poverty

    An evaluation of influences of employee and customer satisfaction on the marketing positioning of consumer products: a case study of Starbucks coffee company in Qatar

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    When employees are satisfied with their work, they contribute towards the company's effective functioning to the best of their potential, leading to enhanced customer satisfaction. This research evaluates the influences of employee and customer satisfaction on the market positioning. The study uses Starbucks Coffee Company in Qatar as a case study. Most of the previous studies were quantitative; however, many questions were unanswered about the effect of employees’ satisfaction and customer satisfaction, hence, the need to integrate both quantitative and qualitative research. An enterprise should understand that the value proposition includes customer satisfaction as criteria for promoting the staff. The criteria will motivate employees to focus on customer satisfaction, increasing the number of clients patronizing the stores, and encouraging workers to deliver quality services as criteria for satisfaction. The study has conducted three surveys; there were 95 responses to the customer survey using random sampling, 100 to the employee survey, and 20 to the supervisor survey, both using purposive sampling. It was found that customer satisfaction is crucial in determining employees’ job promotions. However, the study indicated that only 83% of the employees felt that strong customer service is a criterion for being promoted in Starbucks. Given that 88% of employees know what is required to gain promotions. Therefore, these statements suggest that Starbucks looks for other criteria to promote employees. An enterprise can succeed when its employees attain job satisfaction from intrinsic and extrinsic factors. In addition, employee satisfaction has a crucial role in enhancing customer satisfaction and promoting enterprises’ financial performance

    Strategies to Reduce Voluntary Turnover in the Automotive Manufacturing Industry

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    AbstractWhen employees leave their jobs voluntarily, the unexpected loss can significantly impact a company\u27s bottom line, including a drop in revenue, morale, and productivity. Employee turnover is a challenge for plant managers in automotive manufacturing because of the high expense of recruiting, hiring, and orienting new workers. Grounded in Herzberg’s two-factor theory, the purpose of this qualitative multiple-case study was to explore strategies plant managers in the automotive manufacturing industry use to reduce voluntary employee turnover. The participants were four Alabama manufacturing plant managers who reduced excessive employee turnover. Semistructured interviews and available public information were used to collect data. The data were analyzed using Yin’s five-step process and three themes emerged: communication, competitive salary, and rewards. A key recommendation for plant managers is to create a culture of open communication, encourage participation, and acknowledge employees\u27 contributions with monetary and nonmonetary rewards and competitive compensation packages. Implications for positive social change include the possibility of a drop in unemployment rates and a rise in manufacturing plant managers’ revenues, which could result in the funding of social programs to enhance the living conditions of local communities

    Strategies to Reduce Voluntary Turnover in the Automotive Manufacturing Industry

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    AbstractWhen employees leave their jobs voluntarily, the unexpected loss can significantly impact a company\u27s bottom line, including a drop in revenue, morale, and productivity. Employee turnover is a challenge for plant managers in automotive manufacturing because of the high expense of recruiting, hiring, and orienting new workers. Grounded in Herzberg’s two-factor theory, the purpose of this qualitative multiple-case study was to explore strategies plant managers in the automotive manufacturing industry use to reduce voluntary employee turnover. The participants were four Alabama manufacturing plant managers who reduced excessive employee turnover. Semistructured interviews and available public information were used to collect data. The data were analyzed using Yin’s five-step process and three themes emerged: communication, competitive salary, and rewards. A key recommendation for plant managers is to create a culture of open communication, encourage participation, and acknowledge employees\u27 contributions with monetary and nonmonetary rewards and competitive compensation packages. Implications for positive social change include the possibility of a drop in unemployment rates and a rise in manufacturing plant managers’ revenues, which could result in the funding of social programs to enhance the living conditions of local communities

    ORGANISATIONAL CULTURE AND JOB SATISFACTION AMONG ACADEMIC PROFESSIONALS AT A SOUTH AFRICAN UNIVERSITY OF TECHNOLOGY

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    ThesisThe main purpose of the study was to determine perceptions of organisational culture and their resultant impact on job satisfaction among academic professionals at a University of Technology in the Free State Province, South Africa. The study hypothesised that academic professionals had negative perceptions regarding the organisational culture, that they were not satisfied with their job, that there was no correlation between components of organisational culture and job satisfaction, and finally, that there was no correlation between specific components of organisational culture and specific components of job satisfaction. Participants in the study were full-time academic professionals (n =135). The Organisational Culture Profile (OCP) questionnaire was used to collect data on perceptions of organisational culture, while the Job Descriptive Index (JDI) was used to collect data on job satisfaction. The results showed that academic professionals had positive perceptions of the organisational culture within the institution. In terms of job satisfaction, academic professionals were satisfied with co-worker relations, supervision support, the work itself, and they were moderately satisfied with the advancement opportunities that were available. Academic professionals were, however, dissatisfied with the salaries they were receiving. A significant correlation between overall organisational culture and job satisfaction was found, as well as between organisational culture components (attention to details, outcome orientation, people orientation, team orientation, aggressiveness, and stability) and job satisfaction components (the work itself, advancement opportunities, and co-worker relations)

    The motivation of temporary sales people in selected IT / telecom companies in Hong Kong

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    This thesis narrates a story in the study of a phenomenon in the search of an explanation of the motivation of temporary sales people [promoter] in information technology and telecommunication companies in Hong Kong. The use of these non-permanent sales force in Hong Kong is becoming popular but there is a lack of guidelines for motivating them. Given the exploratory nature of the study and limited prior empirical research on the topic and organizational settings, a qualitative approach was adopted. Grounded research and modified grounded theory were used as a discovery tools to guide the overall study. Triangulation of data collection methods was used; and data were collected from both employers and employees from focus group and in-depth interviews. Constant comparative method was adopted in data analysis. Data were first compared to data and the resulting categories were compared to each other and to the extant motivational theories, rendering into a tentative conceptual framework. It was found that the promoters’ resources comprised internal resourcefulness and connectedness, along with the preemptive situational factors of organization, were fueling the promoters’ meaning-ascription and job-crafting motivation-process

    Drivers of flow and commitment among service workers : an empirical exploration of Goffman’s institutions in the UK Branded Restaurant Industry

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    This thesis explores the theory of Goffman’s institutions and applies his concept to the UK Branded Restaurant Industry. Restaurants in the UK are a large part of the tourism hospitality industry, representing around 50% of the business activity in these fields, of which we see dominance from a number of branded operators. Goffman’s institutions, flow, commitment, motivation, spirituality, and deviant behaviour are combined to create a theoretical underpinning for an empirical analysis of staff working in the field. The research focuses on the drivers of flow and commitment of staff. The study successfully applies Goffman’s theory of institutions to the UK Branded Restaurant Industry, by finding similarity in the concepts which are central to those of a traditional asylum, as discussed in Goffman’s early works, and contributing additional aspects to his original theories. The study is the first large scale empirical analysis to examine the nature of flow, commitment, motivation, spirituality, and deviant behaviour, in the context of UK Branded Restaurants. Within the study, the findings show that there is gender parity in this section of the tourism and hospitality industry, which deviates from previous literature. It also identifies key groups of employees who demonstrate higher levels of commitment through intrinsic values and belief systems. The findings are particularly important to managers as they point what is important when identifying new staff members

    Exploring the relation between postgraduate student satisfaction and academic staff satisfaction

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    The Higher Education (HE) sector is a major contributor to the UK economy. Beyond its financial contribution HE adds value to society and generally advances global culture. Along with funding, league tables ranking and rising tuition fees one of the major challenges HE faces is competition on both national and international levels. So as to gain competitive advantage HE institutions need to satisfy their stakeholders. This research is concerned with two categories of HE stakeholder: Postgraduate (PG) taught studentsAcademic staff.The focus of this study is to explore the relation between postgraduate student satisfaction and academic staff satisfaction. The University of Salford’s Salford Business School (SBS) in the UK was chosen to be an exploratory case study. This study is underpinned by two research questions: How can PG student satisfaction be linked to academic staff satisfaction and explored in relation to Herzberg’s Motivation-Hygiene Theory and the Balance Theory?How does the marketisation affect PG student perceptions of HE?Unlike previous studies which adopted positivist standpoints, this research uses an interpretive paradigm. A total of twenty-eight in-depth interviews were conducted between the 20th October 2014 and the 30th November 2015. The data subjects were twenty PG students and eight academic staff in a dyadic relationship. Participants were selected based on their knowledge and experience of SBS. NVivo software was used to analyse the semi-structured interviews as well as critical incidents discussed. This study contributes to knowledge by investigating the relation between student satisfaction and staff satisfaction, using both Herzberg theory and the Balance theory. Findings of this research suggests there is a relation between PG student satisfaction and academic staff satisfaction, although in some cases it was not activated. It contributes to Herzberg’s Motivation-Hygiene Theory in that it shows a need to augment his framework with the impact of negative feedback when using it in future studies, particularly if considering HE. Moreover, one of the key findings is that PG students consider themselves as customers. This means that they expect high quality of service in return for the student fees paid. The methodological contribution of this research shows that data collected from members of the dyadic relationship of PG students and academic staff who teach them, offers a rich understanding of services provided by SBS. Finally, the practical contribution of this work challenges the reliability of student surveys being conducted to measure satisfaction of students as in reality unhappy experiences were those that were shared more easily and this highlights the need to change the feedback culture in HE. Research findings highlight both the benefits and drawbacks of the Block delivery mode currently used at SBS. The findings also imply that one of the HE system drawbacks is that it focuses on and rewards research output. So it identifies a need within the management of the school to focus on and reward teaching excellence
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