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Report on Concept of Employee Motivation

   

Added on  2019-12-03

13 Pages4514 Words130 Views
LITERATUREREVIEW 1

Table of Contents......................................................................................................................................................1Literature review .............................................................................................................................32.1 Introduction............................................................................................................................32.2 The concept of employee motivation ...................................................................................32.3 Concept of service quality in hospitality industry ................................................................42.4 Role of service quality in hospitality sector..........................................................................52.5 Link between employee motivation and service quality........................................................62.6 Techniques for encouraging employee motivation 500.........................................................72.7 Factors affecting employee motivation in hospitality industry .............................................92.8 Conclusion...........................................................................................................................10References......................................................................................................................................112

Title : The impact of employee motivation on service quality in 5* London hotelsLiterature review 2.1 IntroductionLiterature review is the most crucial chapter of an investigation that represents thesecondary information that is done in respect with the research topic. This chapter includes theinformation about finding of other authors on the similar topic. The aim of present investigationis to investigate the relationship between employee motivation and the concept of quality service.This section explains the concept of employees motivation and services quality as well as itdefines that role of quality service in hospitality sector. However, the proper information aboutfactors affecting employee motivation in hospitality industry is explained. Literature reviewsection of this investigation defines the link between employee motivation and service qualityand the techniques that could help to encourage employee motivation in hospitality industry. 2.2 The concept of employee motivation In modern era, the competition among businesses in hotel industry has become so intensethat it is not easy to grow and survive. Now a days most of the hotels are focusing on employeemotivation in order to make them more productive and gain high degree of customer satisfaction.As per the view of Zhang and Bartol (2010) employee motivation consists of those tools andtechniques which are used by organizations to encourage employees in giving their best. Inaddition to this, it also helps in making the workers more effective and efficient (Zhang andBartol, 2010). According to Grant (2007) many 5 star hotels are now focusing on the techniquesof employee motivation in order to gain competitive advantage over other market players (Grant,2007). With the increasing number of tourist, the number of hotels has a also increased to a greatextent. Further it has become very difficult for organizations to find out the ways using whichthey can gain advantage over other market players. Now businesses are gaining advantage withthe help of employee motivation as two firm can have same financial and technologicalresources but what make them differs from one another is their human resources. Moynihan andPandey (2007) has explained that with the help of employee motivation, organizations try toidentify what are the factors which encourages workers to give their best (Moynihan and Pandey,2007). The hotel industry is the one which possess very high rate of employee turnover. Thus,3

the concept of employee motivation also helps in lowering down the rate of employee turnover.As per the view of Lin (2007) the workers in every hotels are dissatisfied because they are notpaid well and their timings are also not appropriate (Lin, 2007). Some times employees arerequired to work overtime and they are not even paid for the same. The techniques ofmotivations acts a driving force for workers and boost their morale. Now a days managers havestarted to provide monetary and non- monetary rewards to people within organization which hashelped in developing a sense of satisfaction among them. When employees efforts are beingrecognized and appreciated in front of every one, then positive energy is developed among them(Van den Broeck and et. al., 2008). This energy forces them to perform outstanding in futurewhich further assist organization to achieve its aim and objectives in more effective manner. Hasasserted that employee motivation is also necessary because the employee are the one whichhave a direct interaction with customers in hotel industry. In addition to this, a highly motivatedemployee is always able to understand and meet the demand of customers (Schaufeli andBakker, 2010). This directly helps in getting high degree of customer satisfaction and alsoencourages customers to repeat purchase. 2.3 Concept of service quality in hospitality industry The concept of service quality is long been witnessed in the hospitality industry asservice is the most crucial part of gaining competitive advantage. The services are provided tothe customers before, during and after purchase of product and services. The investigationconducted by Park, Kim and Krishna, (2014) defined the importance of consumer service inhospitality organization. As per the results of investigation 90 percent of hospitality companiesare accounted on human side of the business to provide effective services to customers. As aresult of study (Customer Service Training Center, 2015) 45% of customers switch a companyjust because of not providing effective services. The customers are to be given proper attentionand they are to be provided the best services, in case hospitality company wants to retain themand recall them. According to the investigation of Halal (2003) the stage of customers delightdepends on quality of services provided to the customers. Within hospitality industry, most of theservices are provided by employees, hence, the behaviour of employees decide the servicequality. As per the concept of service quality, there are four major aspect on which servicequality depends such as Politeness, Professionalism, Personalization and Promptness. To the4

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