The paper "Role of Employee Motivation in Service Organizations" is a great example of a Management Case Study. Employee motivation is an important business concept. Over the years, organizations have established the merits and gains of retaining a motivated employee workforce. Employee motivation is the existence of a workforce that is willing and able to work and deliver in order to achieve organizational strategic goals. As Hernandez and O'Connor (230) argue, organizational performance is hedged on its human resource willingness to deliver. This is developed through the alignment of personal interests and goals with those of the organization.
To achieve this objective, organizations use motivational theories such as the Maslow’ s hierarchy of needs as well as the Herzberg theory. 2.0 Motivation Theories The Maslow’ s hierarchy argues that an individual employee should be treated uniquely. As such, the theory negates the concept that the employee motivation can be hedged on universal programs. In this regard, the theory holds that employee needs can be classified into five distinct levels. The lowest of them all is the physical level that consists of basic needs, the second is security both physical and job security.
Further, the theory lists social needs as the level at which individuals need association. The self-esteem level is associated with the development of associations to enhance motivation. Finally, the theory holds that the highest level of needs is the self-actualization level that involves extraordinary achievements. The Herzberg motivation theory is hedged on two factors, both the hygiene and motivational factors. The hygiene factors create a conducive working environment. Such factors include workforce diversity and aesthetic premises. The absence of these factors demotivates employees. However, their presence has no impact on motivation in their presence.
On the other hand, motivation factors such as remunerations and promotions enhance increased employee motivation (Yagil 254) 3.0 Role of Motivated Employees The majority of research and arguments have been developed to substantiate the role of employee motivation in overall organizational performance. In this case, the majority of the studies settle on the fact that employee motivation played a significant role in organizational performance and increased market sustainable competitiveness. Motivated employees workforce enhances increased organizational performance. In this case, customer satisfaction is related to employee motivation. Yagil (258) discussed the concept of customer satisfaction determinants.
The author conducted a study to establish major contributors of customer satisfaction. The study establish a direct relationship between three variables namely customer satisfaction, customer service and employee motivation. On one hand, the study revealed that employee motivation increased customers’ service quality in respective organizations. Moreover, it established that improved customer service enhanced increased customer satisfaction. Therefore, the study concluded that there exists a relationship between employee motivation and customer satisfaction. 4.0 Employee Motivation and Customer Satisfaction Customer satisfaction is linked to loyalty.
Szwarc (11) argued that there is a link between customer satisfaction levels and customers loyalty. In this regard, the author argued that increased customer satisfaction increased customer retention and subsequent loyalty levels. Increased customer loyalty has increased implications on organizational performance. It leads to increased sales, profit margins and overall performance. Therefore, employee motivation enhances increased organizational performance. In order to motivate employees’ organizations should identify the employees’ needs and seek to meet them. The Maslow’ s hierarchy of needs theory classifies employees’ needs into physical, social, belonging, esteem and self-actualization levels.
In this case, for organizations to motivate its employees accordingly, it should identify the needs levels for individual target employees or employee groups. The meeting of such need would enhance increased synergy between personal interests and organizational goals, thus facilitating increased motivation and eventual performance as discussed.
Adams, Gary A, and Terry A. Beehr. Retirement: Reasons, Processes, and Results. New York: Springer Pub, 2003. Print.
Hernandez, S R, and Stephen J. O'Connor. Strategic Human Resources Management in Health Services Organizations. Clifton Park, NY: Delmar Cengage Learning, 2010. Print.
Moody, Roseanne C., and Daniel J. Pesut. "The Motivation to Care: Application and Extension of Motivation Theory to Professional Nursing Work." Journal of Health Organization and Management 20.1 (2006): 15-48.
Szwarc, Paul. Researching Customer Satisfaction & Loyalty: How to Find Out What People Really Think. London: Kogan Page, 2005. Print.
Yagil, Dana. "The Relationship of Service Provider Power Motivation, Empowerment and Burnout to Customer Satisfaction." International Journal of Service Industry Management 17.3 (2006): 258.