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Employee Satisfaction and Engagement strategies
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Effective strategies for optimizing the services marketing of Shahrazad restaurant OY
2.4.3 Employee Satisfaction and Engagement strategies
Employee satisfaction and wellbeing are a terminology used to characterize whether employees are happy, pleased, and fulfilling their desire and needs at work since employees are performing to represent the organization’ objectives and they impact directly on customer satisfaction and loyalty (Heathfield 2016). Satisfied employees effect on increasing a satisfied customer and it is one of the important elements of customer loyalty, in which satisfied customers reflect 25 to reinforce employees’ sense of satisfaction at their jobs (Heskett et al.1994, 165-167: Wilson et al., 2012, 251). Wilson et al., (2012, 253-255.) suggests that the emotional labor strategies that should be required in work environment to ensure job satisf action or employees’ wellbeing are as follows: (1), the physical work environment which has the impact on employees’ emotions, behavior. For example, an airy decoration with windows allows employees to see the weather. (2), allow employees to air their view as having outdoor that helps to eliminate their frustrations. (3), give employees a break, and rotate employees which probably assist for customer contact employees to refreshed and re-energized during work time. In addition, Palmer (2008, 397) purpose that the rewarding system is a key driver to improve the standard of staff performance when giving something that appreciates their value of the good performance. Palmer (2008, 384-387) and the synthesis of Hallowell et al (1996) found that successful strategies of human resource management derived from employees’ individuals how they feel, an effective engagement to organizations and how they treat which could be achieved through the internal services strategy and employees’ engagement as describes below: 1. Moral involvement is a mechanism whereby employees can voice their concerns over company’ decision that could affect them (Palmer 2008, 387). 2. Motivation is the concern to meet the individuals’ desire of employees to the satisfied various level of need. The financial incentive considers the key drivers for employee’s motivation and recognition of the good performance (Palmer 2008, 387: Hallowell et al. 1996, 23). 3. Participate in giving employees the authorization of making their decision with organizations (Palmer 2008, 387). 4. Communication is important to ensure communication both in vertically and horizontally across organization and employees. Listening to feedback from employees and understanding what they need before making a decision, in short, communication considers as goal alignment 26 of the front-line with those of senior management (Palmer 2008, 387: Hallowell et al. 1996, 23). Download 1.33 Mb. Do'stlaringiz bilan baham: |
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