Service Performance and Job Satisfaction

This assignment explores the connection between service performance and job satisfaction within the hospitality sector. It delves into various factors influencing both aspects, including organizational support, perceived empowerment, customer participation, and sales performance. The analysis draws upon a range of academic sources to shed light on this important relationship.

Research Project

Table of Contents
RESEARCH AIM............................................................................................................................1
TASK 1............................................................................................................................................1
1.1 Research project outline specification..................................................................................1
1.2 Factors that contribute to the process of research project selection......................................2
1.3 Undertake a critical review of key references.......................................................................2
1.4 Research Project Specification..............................................................................................4
1.5 Appropriate plan and procedures for the agreed research specification...............................4
TASK 2............................................................................................................................................5
2.1 Match resources efficiently to the research question............................................................5
2.2 Proposed research investigation in accordance with the agreed specification and
procedures...................................................................................................................................7
2.3 Record and collate relevant data where appropriate.............................................................7
3.1 Appropriate research evaluation techniques.........................................................................8
3.2 Interpretation and analysis of the outcome...........................................................................9
3.3 Recommendations and justification for further consideration............................................13
TASK 3..........................................................................................................................................13
4.1 Presenting outcomes............................................................................................................13
CONCLUSION..............................................................................................................................13
REFERENCES..............................................................................................................................14

RESEARCH AIM
“To understand the role and impact of workers performance over sales of the company: A
case study on Marriott hotel UK”.
TASK 1
1.1 Research project outline specification
Ultimate aim of any organization is to gain maximum profit and this is only possible
when management have skilful and capable workers who will be able to support the firm in
achieving their goals and objectives. There are different organization that provide their
customers with similar products and services (Van der Heijden, Schepers and Ordanini, 2013).
However, firm that understand their customers requirement are able to raise their sales and gain
profit. In this context, different set of strategies are implemented so that management will be able
to make the employee's with their full efficiency. It is essential that workers understand their full
potential and play their role. There are different factors that effects sales of the organization.
With this respect, it includes factors like employees moral, customer's satisfaction, productivity,
etc. Further, to run a firm there are different departments in with they together work and make
the organization achieve their goals. Specially in hospitality sector all departments need to work
so that high quality services can be provided and sales can be raised. All the levels skilful and
knowledgeable workers are essential to have so that all the business operations can be
performed. In this context, it can be stated that workers are the most important assent in the
organization. In this research Marriott hotel is taken into consideration. This firm is well known
for its luxury services that they provide to their customers. In addition to this, they also make
sure that all the issues that are faced by customers are satisfied. This research will help in
identify different ways through which performance of workers can be improved.
Aim: Main aim of this research is to identify the role of workers in order to raise the sale. With
this respect, Marriott hotel is taken into consideration so as to achieve goals and objectives of the
study.
Objectives:
 To identify different techniques that can be used in improving performance of workers at
Marriott hotel.
 To understand the relationship between performance of workers and sales at Marriott. To suggest ways that will help to raise the sales of Marriott hotel.
1

Research Questions:
 What are the different techniques that can be used in improving performance of workers
at Marriott hotel?
 What is the relationship between performance of workers and sales at Marriott?
1.2 Factors that contribute to the process of research project selection
In order to conduct the research, there are different factors that has encouraged. With this
respect, following are few of the factors:
Area of interest: To make sure that workers perform with their full potential is possible
when management understand their employee's. In this context, there are different type of
behaviour or interest that workers have. It is important to understand them and make them work.
This is a part of area in which I am interested and this research will help me to given wider
information.
Experience and knowledge: There are different aspects that will be covered in this
research and this will be helpful enough to develop my understanding and knowledge. Further, it
will also enable to know the issues that are faced workers due to which performance is
negatively affected.
Future scope: In perspective of job, their area of study will be helpful and this will
develop my understanding.
1.3 Undertake a critical review of key references
Performance and sales of the organization are directly linked with each other. In this
context, when the performance is not effective, then sales will get negatively affected. On the
other hand, if the performance of workers is highly preferable, then it will raise the sales level.
According to Cohen and Olsen, 2013 “workers can be determined as one of the most important
source that make the firm attain their goals and objectives” (Cohen and Olsen, 2013). With this
resect, Miao and Evans, 2013 stated that “there are different factors that affects the performance
of workers” (Miao and Evans, 2013). In this context, it includes factors like lack of motivation,
lack of training, lack of interest towards work, etc. When management make sure that all these
factors are considered and appropriate steps are taken in order to reduce the impact of these
factors, then the performance can be raised.
As per Hon, 2013 “motivation play vital role and it is the dimension which drives
workers to perform with their full efficiency” (Hon, 2013). There are different set of factors that
2

make the workers get encouraged. Gonzalez, Claro and Palmatier, 2014 stated that “management
should identify personal factors that motivate them” (Gonzalez, Claro and Palmatier, 2014).
Support of workers is helpful in raising the sales and also increases opportunity for the
organization. Customers satisfaction is another aspect that has to be considered by the firm in
order to raise the sales. When employees work effectively, then they are able to provide their
customer's with high quality services. Performance is linked with the raise of sales.
According to Bai, Dhavale and Sarkis, 2014 “training and development programs also ply
important role” (Bai, Dhavale and Sarkis, 2014). There are situations in which workers fail to
perform effectively and this is due to lack of understanding towards the role and responsibility
they perform. There are different type of training techniques that can be adopted. However,
Chiang and Hsieh, 2012 argued that “management should identify the areas in which workers
lack and then accordingly they should be provided with training” (Hsieh, 2012). This is because
there are situations in which management do not get the desired result even after providing
proper training. When the areas are identified and then training is provided, then they get the
desired result. On the other hand, Eisingerich, Auh and Merlo, 2014 stated that “training is
considered to be time consuming and workers do not get benefited” (Eisingerich, Auh and
Merlo, 2014). In order to organize a training, management has to spend high amount as they
have to call professional who have vast knowledge related with the topic. Training is beneficial
in many ways among which one of the benefit is that it makes the workers know about the roles
and responsibilities that has to be played by them. Further, their can also be considered as one of
the ways through which concern can be shown for workers. As per Hon, 2013 “training is a cost
associated process and most of the firm do not hire professionals who will make workers
contribute towards sales” (Hon, 2013). However, training is beneficial to reduce the operational
cost and enables to make optimum use of resources.
There are different ways of techniques that can be implemented with the help of which
sales can be improved. According to Cohen and Olsen, 2013 “workers should be motivated and
there are different motivational techniques that can be implemented by the firm” (Cohen and
Olsen, 2013). In this context, it includes techniques like Maslow's hierarchy of need, Theory X
and Theory Y, etc. These motivational techniques cover all the essential areas through which
workers can be motivated and encouraged. Another step that make the workers encouraged by
implementing effective leadership styles. There are different set of leadership styles and when
3

the performance of workers needs to raised, then management should make use of proper style
that will boost up the moral towards work. They develop a feeling that they are important for the
firm and they decision or suggestion does matters. According to Miao and Evans, 2013 “within
the organization there should have strong employee and employer relationship” (Miao and
Evans, 2013). When employers have proper interaction, they get to know the issues that are
faced by workers and due to which the performance is affected. Accordingly, steps can be taken
that will enable to solve the issue and performance of employee can be raised.
1.4 Research Project Specification
In this report, researcher will make use of positivism research and it will enable the to
come up with appropriate results for aim and objectives. Further, descriptive research design will
be adopted as it will help in identify the relationship between performance of workers and sales.
In order to collect the data, both primary and secondary research will be used. Moreover,
researcher will not make use of hypothesis so as to conduct investigation. Instead, inductive
research approach will be used for the current research. In addition to this, thesis will be used
and for that purpose researcher will make use of questionnaire. In this context, seven managers
will be selected from Marriott hotel and they will be asked to fill up the questionnaire and it will
be helpful in knowing the perception of managers towards the research aim and objectives. The
response of these managers were positive and they were helpful in conducting the research
effectively. Different ways were identified that will help in improving the performance of
workers and sales can be raised. Data collected from managers will be analysed with the help of
quantitative technique and thematics will be used to evaluate the response of managers.
1.5 Appropriate plan and procedures for the agreed research specification
Activity 1th
Wee
k
2nd
Wee
k
3rd
Wee
k
4th
Wee
k
5th
Wee
k
6th
Week
7th
Week
8th
Week
9th
Wee
k
10th
Week
To determine
research
Topic
4

Literature
Review
Mapping up
methodology
Completing
Proposal
pilot research
and designing
question
Recording
Research and
carry out
Developing
graphs and
data Analysis
Discussion
and
Conclusion
Editing and
Completing
final report
TASK 2
2.1 Match resources efficiently to the research question
Main aim of this research is identify the role of employees in raising the performance of
workers. With this respect, there are different ways that will enables the firm to improve the
performance of employees. In this context, firm will be able to provide their customers with high
quality services. Then it covers the relationship among sales and performance of workers. In
addition to this data survey method will be adopted that will lead towards achievement of aim
and objectives. This method will help in knowing the link between performance of employees in
5

raising sales. There are different set of objectives that has been developed which will make the
readers to understand the research more effectively. Below given are the objectives of the
research:
 To identify different techniques that can be used in improving performance of workers at
Marriott hotel.
 To understand the relationship between performance of workers and sales at Marriott. To suggest ways that will help to raise the sales of Marriott hotel.
QUESTIONNAIRE:
1. Name: _________
2. Gender: __________
3. Age: ______
4. According to you, does the performance of workers affects the sales of Marriott hotel?
 Strongly disagree
 Disagree
 Neutral
 Agree
 Strongly agree
5. According to you, what techniques should be implemented to improve the performance of
workers at Marriott hotel?
 Empowering
 Supporting innovation
 Organization structure and culture
 Providing training and development
 Delegation
6. Do you agree that training and development programmes boost up worker's morale?
 Strongly disagree
 Disagree
 Neutral
 Agree
 Strongly agree
6

7. Do you agree that motivation is important factor in improving level of performance?
 Strongly disagree
 Disagree
 Neutral
 Agree
 Strongly agree
8. What is the most suitable leadership style that should be adopted at Marriott Hotel?
 Participative leadership
 Autocratic leadership
 Democratic leadership
9. Your valuable suggestion that will help in raising sales of Marriott Hotel
___________________________________________________________________.
2.2 Proposed research investigation in accordance with the agreed specification and procedures
In order to collect the data, researcher has made use of primary source. With this respect,
all the managers working at Marriott hotel are helpful as they know better about the performance
of their employees. In this context, there are many workers who work under these managers and
they know the performance of each of the employees. To relate information with the data
collected from secondary source. As a result, appropriate solution can be determined and suitable
technique can be selected that will raise the performance of workers. Different data of
researchers can be extracted that will help in raising employee's performance. This will be
effectively done with the help of questionnaire in which all the essential questions are included
to know the perception of manager towards work and employees.
2.3 Record and collate relevant data where appropriate
Collection of data is done with the help of primary data. With this respect, questionnaires
will be filled made filled from managers and it will be helpful in achieving the aim and
objectives of the research. As managers have direct interaction with workers ans so they know
the performance. Further, they also know about the areas in which organization should improve
which will help them to improve their performance level. There are different aspects that has to
be considered by managers to make sure that workers put on their full efficiency towards the
work. In addition to this different strategies and techniques with the help of which employees
7

performance can be raised and sales can be improved. In order to undergo this efficiently,
researcher will make use of questionnaire.
3.1 Appropriate research evaluation techniques
In order to undertake research in an effective manner there are systematic frames that has
to be used and this will help in making the research presentable and systematic. Below given are
the different research methodology that will be adopted:
Research philosophy: This is a type of research method that helps to carry the research
in a specific direction (Green, Camilli and Elmore, 2012). In this current study, researcher will
make use of positivism approach. This research works towards achieving the aim and objectives.
As per the topic selected by the researcher, one will be able to determined the relationship
between performance of workers in increasing sales.
Research design: This research enables the author to achieve the aim and objectives
systematically. In this research, investigator has used descriptive research. It provides the
benefits to make use of data without any change in the collected data. Moreover, it also provides
the opportunity to have effective interaction with workers and the research objectives are
satisfied.
Research approach: As per the research, investigator will make use of inductive
research. There is no hypothesis used and so research has used this research approach (VanPatten
and Williams, 2014). With this respect, it can be stated that researcher will achieve the objectives
if research in an systematic manner.
Data collection: This part can be determined as important in conducting research. It
helps the researcher to come up with most suitable result from the data. With this respect, both
secondary and primary research will be used in order to know the ways through performance of
workers can be raised. In secondary data, investigator will make use of books, journals, articles,
etc. (Tong, Flemming and Craig, 2012)
Data analysis: To understand the data effectively, thematics will be used. It will help in
the collected data will be analysed with the help of qualitative research. This is stage in which
researcher can come up with appropriate solution for the research aim and objectives.
Sampling: There will be seven respondents for collecting the primary data. For this
purpose, researchers has developed questionnaire which will be filled up by managers of
8

Marriott hotel. These respondents have been selected as they have direct interaction with workers
and they know better about their performance.
3.2 Interpretation and analysis of the outcome
Question 1: Workers performance affects the sales of Marriott hotel
According to you, does the performance of
workers affects the sales of Marriott hotel?
Response
Strongly disagree 1
Disagree 1
Neutral 0
Agree 2
Strongly agree 3
Description: In the information that has been gathered from seven managers. It can be
stated that 3 of the managers strongly agree that the performance of workers do affected the sales
of Marriott hotel. Further, there are about 2 of the managers who think that the performance does
affects the sales. However, on the other side there are about 2 managers according to them the
sales does not have any impact due to employees performance. It can be stated that management
9
Strongly disagree Disagree Neutral Agree Strongly agree
0
0.5
1
1.5
2
2.5
3
3.5
1 1
0
2
3
Response

should have skilful and knowledgeable workers who can support the firm in achieving the
organizational goals and objectives.
Question 2: Techniques for improve the performance of workers at Marriott hotel
According to you, what techniques
should be implemented to improve the
performance of workers at Marriott
hotel?
Response
Empowering 1
Supporting innovation 2
Organization structure and culture 1
Providing training and development 2
Delegation 1
10
1
2
1
2
1
Empowering
Supporting innovation
Organization structure and
culture
Providing training and
development
Delegation

Description: As per the finding, managers think that training and development programs
are very helpful technique for improving the performance of workers. In this context, two of the
managers think that employees should be provided with the opportunity to provide their
suggestions as this will be helpful to boost up workers moral as they have direct interaction with
customers. On the others hand, there are managers according to them empowerment, delegation,
organizational culture and structure also play significant role and does affect employees
performance.
Question 3: Motivation is important factor in improving level of performance.
Do you agree that motivation is
important factor in improving level of
performance?
Response
Strongly disagree 0
Disagree 1
Neutral 1
Agree 3
Strongly agree 2
11

Description: It can be stated that motivation play important role in improving the
performance level of workers. In this context, there are about 5 managers who think over it.
However, there are 2 managers who think that motivation does not have much importance in
performance of employees. With this respect, management should take appropriate steps of
strategies that will help in motivating and encouraging workers. In this context, workers have
motivational factors and those should be identified and fulfilled.
Question 4: Leadership style that should be adopted at Marriott Hotel.
What is the most suitable
leadership style that should be
adopted at Marriott Hotel?
Response
Participative leadership 1
Autocratic leadership 2
Democratic leadership 4
12
Strongly disagree Disagree Neutral Agree Strongly agree
0
0.5
1
1.5
2
2.5
3
3.5
0
1 1
3
2
Response

Description: In this finding, it can be stated that management should make use of
democratic leadership style. This is a type of style in which workers are allows to take part in
decision making. It enables to boost up workers moral and encourage them to put on their full
efficiency towards worker. In this context, about 4 managers think that they should implement
democratic leadership style. In other words, it will help to improve the sales of Marriott hotel and
better satisfaction to customers.
3.3 Recommendations and justification for further consideration
In accordance with the finding, it can be recommended that management of Marriott
hotel should provide their workers with the opportunity to share their views and suggestion. As
they have direct interaction with customers so they know better about the issues that are the
faced by services users. Further, it will boost up the moral of workers and they will develop a
feeling of importance. Moreover, motivation play vital role in improving performance of
workers. In this context, Maslow's hierarchy of need should be used as it covers all the essential
areas that is helpful to make employees encouraged. In addition to this, training and development
programs should be arraigned when areas are identified in which workers lack.
13
Participative leadership Autocratic leadership Democratic leadership
0
0.5
1
1.5
2
2.5
3
3.5
4
4.5
1
2
4
Response

TASK 3
4.1 Presenting outcomes
Covered in PPT
CONCLUSION
It can be concluded that workers are one of the important source through which sales of
the organization is raised. There are different ways through which sales can be raised among
which one of the effective strategies is to implement innovations that also from the suggestions
that are provided by the workers.
14