Measuring and optimizing the level of employee engagement and internal service quality. Case: travel agency.
Guscina, Olga (2015)
Guscina, Olga
Laurea-ammattikorkeakoulu
2015
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2015052911331
https://urn.fi/URN:NBN:fi:amk-2015052911331
Tiivistelmä
In an increasingly competitive world internal customers of organizations became crucial for success. Yet still many companies fail to perform the expected level due to the low commitment of their own employees. Various researches show that many companies worldwide are facing talent shortages and suffer from a serious engagement deficit. The biggest challenges occur in unleashing the power and potential of own people.
The objective of this thesis is to investigate the topic of employee engagement and underline the impact it can have on individual and overall organisational performance. The study is focusing on the human capital of the organisation and value it can add to the service providing company and its external customers.
The theory part of the thesis defines employee engagement and components it includes. It describes the role of internal operating strategy and service delivery system in the service-profit chain. The review of the literature and up-to-date researches presents the ways organizations and line managers can measure and stimulate employee engagement and finally how its development benefits workplace environment and organizational performance.
The results of the practical part of the thesis are based on the research conducted in a travel and tourism service providing company based in the United Kingdom. By using quantitative and qualitative methods covering employee engagement and internal service quality topics it was identified that 36% of employees are not engaged or emotionally committed at the workplace. The main areas causing decrease in engagement level were related to the lack of managerial support as well opportunity for overall growth in the company. Internal service quality gaps were discovered in performing the empathy, tangibles and reliability dimensions which are not meeting internal customer’s expectations and are preventing employees from performing their tasks effectively.
Internal marketing tools and activities which are suggested to the case company based on the research analysis will help to develop internal communication channels more effectively and empower employees to optimize their operational effectiveness. The study outcomes are focused towards increasing employee engagement, fostering commitment and creating healthy, efficient and positive workplace environment.
The objective of this thesis is to investigate the topic of employee engagement and underline the impact it can have on individual and overall organisational performance. The study is focusing on the human capital of the organisation and value it can add to the service providing company and its external customers.
The theory part of the thesis defines employee engagement and components it includes. It describes the role of internal operating strategy and service delivery system in the service-profit chain. The review of the literature and up-to-date researches presents the ways organizations and line managers can measure and stimulate employee engagement and finally how its development benefits workplace environment and organizational performance.
The results of the practical part of the thesis are based on the research conducted in a travel and tourism service providing company based in the United Kingdom. By using quantitative and qualitative methods covering employee engagement and internal service quality topics it was identified that 36% of employees are not engaged or emotionally committed at the workplace. The main areas causing decrease in engagement level were related to the lack of managerial support as well opportunity for overall growth in the company. Internal service quality gaps were discovered in performing the empathy, tangibles and reliability dimensions which are not meeting internal customer’s expectations and are preventing employees from performing their tasks effectively.
Internal marketing tools and activities which are suggested to the case company based on the research analysis will help to develop internal communication channels more effectively and empower employees to optimize their operational effectiveness. The study outcomes are focused towards increasing employee engagement, fostering commitment and creating healthy, efficient and positive workplace environment.