Travelodge Hotels: Employee Productivity and Consumer Services Study

This research project investigates the impact of employee productivity and motivation on consumer services, using Travelodge Hotels as a case study. The project begins with an introduction that highlights the importance of employee productivity and motivation in achieving organizational goals, followed by a literature review exploring the concepts of employee motivation and productivity, techniques for consumer satisfaction, and the positive and negative impacts of employee productivity on consumer service. The methodology section outlines the research approach, and the data analysis section presents the findings. The project concludes with recommendations for improving consumer services and a conclusion summarizing the key insights. The project also includes a detailed project structure and a comprehensive list of references.

RESEARCH PROJECT

Table of Contents
CHAPTER 1: Research Project ......................................................................................................1
..........................................................................................................................................................3
CHAPTER 2: Literature Review.....................................................................................................4
CHAPTER 3: Research Methodology.............................................................................................8
CHAPTER 4: Data Analysis..........................................................................................................11
CHAPTER 5: RECOMMENDATION & CONCLUSION..........................................................20
Conclusion................................................................................................................................20
Recommendation .....................................................................................................................20
REFERENCES..............................................................................................................................22
Appendix........................................................................................................................................24

TITLE:“To determine the effect of employee productivity and motivation on consumer services-
A study on Travelodge hotels.”
CHAPTER 1: Research Project
INTRODUCTION
In this modern time period, every company wants to be competitive in order to sustain its
brand image in market. Therefore, firms always tries to enhance their employee productivity and
motivation on the consumer service so that it directly affect the company's overall performance.
In the same way, the research project is also based upon to determine the impact of employee
productivity and motivation on the consumer service, as it helps to contribute to the benefit of a
firm. Employee productivity is one of the major necessitate of a business in relation to ensure
that desired goals and objectives are being achieved. Without having appropriate employee
motivation the organisation faces appropriate growth and development issues and suffers from
growth. In order to ensure better employee motivation and productivity various strategies are
used by the organisations across the world. The below report is going to discuss these strategies
and would explore on the importance of employee motivation and growth.
Background of Research
Employee productivity is appraisal of the efficiency of workers or group of employees.
Productivity can be evaluated in relation to output of worker in a specific time period. As well,
employee motivation is important aspects at the workplace that leads to performance of the
division and even the firm (Cording and et.al., 2014). Travelodge hotels is the private hospitality
company whose headquarter is in UK and it is second largest hotel measured by both number of
hotels and number of bedrooms. Company is located in more than 400 cities and it has more than
1200 employees as well.
Aims and Objectives
Aims :
“To determine the impact of employee productivity and motivation on consumer services-
A study on Travelodge hotels.”
Objectives:
 To understand the concept of employee motivation and productivity.
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 To examine the different techniques for consumer satisfaction used by Travelodge
Hotels.
 To determine positive and negative impact of employees productivity on consumer
services within Travelodge Hotels.
 To recommend the various methods for improving the consumer services in the
Travelodge Hotels.
Research Question:
 What are concept of employee motivation and productivity?
 What are different techniques for consumer satisfaction used by Travelodge Hotels?
 What are the positive and negative impact of employees productivity on consumer
services within Travelodge Hotels?
 What are recommendation for various methods for improving the consumer services in
the Travelodge Hotels?
Rationale :
The reason for conducting this research is to identify the employee productivity and
motivation which help to improve consumer services. Another reason is to that large number of
data are available relating to study. Therefore, research will easily determine this kind of topic
for completing the research. The reason for selecting the topic because this subject is very wider
concept relating to hotel industry in the worldwide. Researcher select topic is employee
productivity and motivation, because it is essential for increase consumer satisfaction within
hotel sector.
Significance
Employee motivation and productivity are very essential and beneficial for organization.
High productive employees contribute to motivation to other employees, enhancing morale and
making the better environment for the firm as whole. When employees are productive, it can
enhance revenue of the firm (Samnani and Singh, 2014). Therefore, company needs to improve
benefits and pay raise by which employees can become motivated and increase productivity.
This can also help to increase the consumer satisfaction in the hotel.
Research project structure
Task Task Name Durati Start Finish Predecesso
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Mode on rs
Auto
Scheduled Identification of market 8 days Mon 03-12-18 Wed 12-12-18
Auto
Scheduled Selection of market 9 days Thu 13-12-18 Tue 25-12-18 1
Auto
Scheduled
conducting market
research 9 days Wed 26-12-18 Mon 07-01-19 2,1
Auto
Scheduled
formulating of goals and
objectives 7 days Wed 26-12-18 Thu 03-01-19 2
Auto
Scheduled
identification of audience
in new market 4 days Tue 08-01-19 Fri 11-01-19 3,4
Auto
Scheduled creating marketing plan 6 days Tue 08-01-19 Tue 15-01-19 3
Auto
Scheduled
implementing of marketing
plan
10
days Wed 16-01-19 Tue 29-01-19 5,6
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CHAPTER 2: Literature Review
2.1 The concept of employee motivation and productivity
According to the view of Lăzăroiu (2015) employee motivation is the level of energy,
commitment and creativity that the worker of the firm bring in their jobs. Further, it also describe
how committed an employee is to their job. It has been further analysed that employee
motivation can be extrinsic and intrinsic which means that the employee motivation can come
from internal and external sources. While on the other side, Shields and et.al. (2015) states that
employee motivation and productivity are the methods for motivating an employee in which the
managers and company have to put necessary efforts and action towards their work related
activities. Therefore, motivated employees are the only essential key element for the success of
an organization because they are generally do more productive work from others at their
workplace.
In addition to this, if the employees are motivated, they stay focused and work more
productive and effectively in order to meet the goals or obtain the rewards and recognition which
they are seeking. Further, it has been also evaluated by the author that keeping the employees
motivated and satisfies will help to decreases the turnover and also its often high associated cost
as well. According to that Samnani and Singh, (2014). It is one of type of productivity which
economists measure. Employees productivity is frequently referred to as labour productivity
which is measured for a company. Employee productivity is the evaluation of efficiency of
employees.
As per the view of Maduka and Okafor, (2014) Employee motivation defines ways of
committed an employee is to their job. Job motivation can be external and internal which
meaning an employee's motivating factor can come from inside and outside sources. High
employee motivation help to increase the satisfaction, experience and loyalty by consumer in
relation to provide better product and services to them.
Theme 2.2: Techniques for consumer satisfaction used by Travelodge
Managing the customer satisfaction is considered one of the biggest challenge for
Travelodge and as per the view of Buchanan and McCalman (2018), direct methods is one the
technique that can be used by the firm, where a company can make direct contact to their
customers. They also get their feedback through third party agencies, compliant or appreciation
letter, by surveys and questionnaires etc. Further, Travelodge mostly employ the external
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agencies in order to listen to their customers and also provide them valuable feedback. Apart
from this, the company's representative can also do market visit. Through this, they get the
information regarding different segments of the products and services which are provided to the
customers. Therefore, it becomes easy for the suppliers to determine the weak and strong aspects
of services which are offered to them. On the other side, Dua (2019) critic that Travelodge can
also use the Net Promoter Score that measure the likeliness of the customer, moreover, it is
consider one of the popular way of measuring the customer loyalty as well. Moreover, it is quite
necessary for the company to interact and communicate with the customers at regular basis in
order to increase the customer loyalty. Therefore, in these interaction and communication, it is
quite required to learn and determine all the customer needs and then respond them properly
(Methods of measuring customer satisfaction, 2017).
On the other side, Nazarian (2019) stated that social media monitoring is another
technique that is used by the Travelodge because it has an immense impact on the relationship
between the business and customers. Through this, the customers also share the good and bad
experience through social media and it also reach to potentially millions of people. There are
many tools which are used by the firm such as Facebook, Quora, Twitter. Among all,
Socialmention, analyse the brand on the web and also shows the likeliness of the brand such that
the ratio of positive and negative are mentioned on it.
In order to that Shahzadi and et.al., (2014) Hotel sector is very broad within the
hospitality industry. This sector is based on the consumer satisfaction and their experience.
Therefore, the objective of the hotel is to provide effective services according to their needs and
requirements. Hotels follow the different techniques for increasing the consumer satisfaction
towards their services or product. Techniques involve - create useful hotel loyalty programmes,
utilization of technology to their benefits as well as exceed consumer's experience in the hotels
like Travelodge.
In relation to that Ahmad and et.al., (2014) Employee productivity and motivation is very
essential for increasing the consumer satisfaction within the hotel sector. Employee motivation is
increased their satisfaction towards the firm. Satisfied employee aid in producing satisfied
customers. Satisfied workers are likely to aid consumer with more pleasant behaviour and larger
level of consumer services. This makes more satisfying the consumer experience, raising
consumer loyalty ultimately drives enhanced profitability of hotel like Travelodge.
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Theme 2.3: The positive and negative impact of employee productivity on consumer service
with Hotels
As per the view of Karadas and Karatepe (2019) if employees are motivated then they are
perform at the high standard as compared to those employee who feel unmotivated. Therefore,
the Travelodge firm should provide motivational incentives that will not improve the job
performance but also improve the production as well as customer service. Thus, it provide a
positive impact upon the organization when employees are focused on achieving the milestone
and provide best service to their customers, then it helps to run the business successfully.
It has further evaluated by Mone and London (2018) that when the staff are motivated by
both monetary and non- monetary incentives, then they tend to feel more empowered to do the
jobs at high level. This shows that they are most valuable person or an important part of the
company that directly increases the job satisfaction. For example, if the manager of Travelodge
motivated the employees by clearly stating that the success in their position depends, when they
are providing reward and also leads to increase the job satisfaction. Therefore, it has been
analysed that motivating employees creates both positive as well negative impact upon the
customer service with the success of a firm such that it helps to creates positive working culture.
Theme 2.4: Different methods for improving the consumer service in Hotels
There are different methods which can be used by the Travelodge in order to improve the
customer service. In the same way Martini and Sarmawa (2019) recommended that the company
should improve the customer interaction, such that the staff of the quoted firm must posses
necessary skills that helps to keep determine the exact need of their customers. Further the staff
should listen the customers if they are complaining and then responds them quickly in positive
manner in order to resolve the issues. Apart from this, it has been evaluated that the engagement
is vary from industry to industry, therefore, it is recommended to the firm to use Survey Monkey
Benchmark that helps to determine the exact need of their customers.
On the other side, as per the view of Lee and et.al. (2018) Travelodge should also use
social media in order to promote their service and get feedback from their customers. It has been
analysed that this is one of the popular tool that helps to reach a large mass of group. If the
customers are complain in social media, then the firm should immediately responds them and
clear their doubts, as it allow the brands to quickly connect with their customers and people are
now prefer to do online shopping and they also expect to receive a response from their brands
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within some time. Thus, by responding on proper time will also help to improve the customer
service in Travelodge. In contrast, Cording and et.al., (2014) Sometimes, due to poor
management, work culture, lack of workplace flexibility and balance, inappropriate training and
development, poor working condition which higher effected on employee productivity within the
organization.
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CHAPTER 3: Research Methodology
It is the process which is used for collecting the information and data in order to make the
business decisions better. Therefore, it includes publication research, interviews and surveys that
further consist of present as well as historical information. Research methods can be determined
as systematic and scientific process of data collection, compiling, analysis, interpretation to any
business problem. There are two types of research such as qualitative and quantitative (Bresler
and Stake, 2017). Researcher will be utilised the qualitative research because this study is based
on the theories and surveys. With this, investigator easily attain the result and achieving the aims
and objectives of research.
3.1 Research Philosophy: It is the belief where the information about a phenomenon are
gathered, analysed and used, such that it deals with the source, nature and development of a
knowledge (Bell, Bryman and Harley, 2018). It is further divided into four types such as
Pragmatism, which refers that there are different ways of interpreting but so single point of view
can provide the exact picture and there are multiple realities as well. Second is Positivism, that
only comply with the actual or fact knowledge which is gained through observation and in this
study, the research findings are usually observable and quantifiable. Third is Realism, that
completely relies in the idea of independence of the reality from a human mind. And last in
Interpretivism, that involves researchers to interpret the elements of the study and it also
integrates the human interest as well. Research philosophy is impression about the way in which
information or data about the process can be collected, analysed and utilised (Samnani and
Singh, 2014). There are four research philosophies such as pragmatism, positivism, realism and
interpretivism. Research will be utilised the interpretivism for attaining the result of study.
From all, the researcher chooses Interpretivism in order to attain the result of the study
that is To determine the impact of employee productivity and motivation on consumer services.
Further, from the rationale it has been analysed that this study is done as per researcher interest
also then it helps to complete the research in effective manner.
Research design: It is the plan that answers the research question and also ensures that
the data which is collected by the researcher will help to answer the question in more effective
way (Quinlan and et.al., 2019). research design have three types, first is exploratory, which
explores the research questions and does not provide the exact conclusion. Next is conclusive
research that is basically applied in order to generate the findings which are practically used in
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researching conclusion or better decision making. Last is descriptive research design that
integrates the qualitative and quantitative methods of data collection. Research Design is the
management of conditions and collections. There are various research designs such as
descriptive, correlation, exploratory etc. In this research, investigator will be used the descriptive
research design for attaining the result of study (Maduka and Okafor, 2014).
From all, researcher chooses descriptive research design because it helps to determine the
best result and also accomplish the aims of the research report i.e. identify the impact of
employee satisfaction.
Research Approach: Research approach is plan and process which consists of the stages
to wide assumptions to detailed method of data collection, analysis and interpretation. It is of
three types such as deductive, which concerns with developing a proposal that is based upon on
an existing theory and then it designing a research strategy in order to test the hypothesis.
Inductive approach, that involves the search for a pattern from the observation and development
of explanation. Last is Abductive research approach, that basically address the weaknesses which
is associated with the deductive and inductive approaches. Research approach is plan and process
which consists of the stages to wide assumptions to detailed method of data collection, analysis
and interpretation. There are mainly two types of research approaches such as inductive and
deductive (Flick, 2015). In this research, investigator will be used the inductive research
approaches because it is based on theory.
From the all, researcher uses Inductive approach as it helps to test the proposal of the
study and also attain the aim of report i.e. To determine the impact of employee productivity and
motivation on consumer services and it also helps to generalizing the casual relationship between
the concept as well as with variables.
Data Collection: It is the process of gathering and collecting the information that enables
a researcher to answer the relevant question and also to evaluate the outcomes (Gravetter and
Forzano, 2018). It is also divided into two types such as primary data collection which means
that data which is collected for the first time using surveys, interview and experiments. Even the
customers are also try the food and drinks and also give feedback chart Further it is also
collected with the research project in mind, that directly collected from primary sources. Another
is secondary data collection where the information are collected from already published data
such as books, Journals and newspaper. Both data collection methods are used by the researcher
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because it helps to increase the research validity and reliability. Data collection is the procedure
of gathering information from all the relevant sources to find answer to the research problems
and evaluate the results. There are two methods of data collection such as primary and secondary
method (Mackey and Gass, 2015). The researcher will be used the primary source like
questionnaires for achieving the aims and objectives of study.
Data Analysis: It is a simple process of analysing, inspecting and transforming the data
with goal of discovering the useful information and thus it supports the decision making as well
(Green and Thorogood, 2018). There are two types of data analysis such as qualitative, which
refers to non- numeric information such as interview, notes, videos. While on the other side, in
quantitative data analysis. Data analysis is the procedure of examining, transforming and
modelling data with the objective of finding useful information. Research will be used the
thematic analysis for attaining the result of study (Shahzadi and et.al., 2014).
Among all, the researcher chooses thematic data analysis, because it helps to identify the
exact impact of employee motivation in customer service in Travelodge and also helps to
conduct the study in more precise manner.
Total no of questionnaire: 9
Number of people respondents: 20
Number of managers: 20
Sampling: It is the process which is used when a predetermined number of observation
are taken from a large population. In other words, because of large size of target population,
researcher have to choose some people in order to conduct the study. It is of two types such as
probability sampling, in which people are chooses randomly in order to identify the appropriate
sampling frame based of the research. Next is, Non- Probability Sampling, not all the member of
the population has a chance to participate in the study but it is effective when it is unfeasible and
impractical to conduct the probability sampling.
Among all, the researcher chooses simple random sampling method in which 20
managers of Travelodge are chosen in order to identify the impact of employee productivity and
motivation on customer service. This, will helps to draw reliable conclusion as well.
Ethical Consideration: Ethical consideration is one of the most essential portion of the
study. There are some principles relating to ethical consideration which involves:
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