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  • 1.
    Albertsson, Olivia
    et al.
    Linnaeus University, School of Business and Economics, Department of Organisation and Entrepreneurship.
    Olsson, Sara
    Linnaeus University, School of Business and Economics, Department of Organisation and Entrepreneurship.
    Drivkrafter som kan "gasa" & "bromsa": En studie om hur kundtjänstmedarbetare motiveras2016Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE creditsStudent thesis
    Abstract [en]

    This study aims to improve executives’ understanding of the motivation and its complexity in the service sector. Customer service employees are the focus of the study and a vital work group within the service, because people daily come in contact with any kind of service. The phenomenon motivation is therefore essential, since motivated customer service employees can contribute to recurrent customers. Motivation, however, is complex and individually, which can be a problem for executives. In the previous research the work group customer service employees has not given much space and therefore we believe that the results of this study can highlight the work groups significance, because their accomplishment is crucial for a business success. To answer the study’s research question a qualitative method has been used, with semi-structured interviews. The study’s result is based on nine interviews with individuals in significant positions. The conclusion suggests that if the customer service employees’ needs of motivation are not satisfied, negative organizational consequences in terms of stress, sickness absence and staff turnover occur. Customer service employees can however be justified by five distinctive needs, which are working structure, social elements, coaching, goal setting and monetary reward. If the needs are fulfilled, it can lead to positive consequences, for example a good working atmosphere. The employees’ needs can be satisfied by a balance between result- and people oriented leadership, but also a coaching leadership. We believe that a coach can satisfy customer service employees’ individual motivation, which can help companies succeed in keeping the younger generation within the organization, but also to encourage employees to increase performance. The employees can then convey a professional customer service.

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