Engaging Millennials Working in Customer Service in Finland
Käki, Rosa (2023)
Käki, Rosa
2023
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-202305109217
https://urn.fi/URN:NBN:fi:amk-202305109217
Tiivistelmä
This bachelor’s thesis examines how to engage Millennials. The aim of this thesis was to investigate the motivations, needs, and expectations of Millennial employees working in customer service in Helsinki.
The theoretical part of the thesis consists of employee engagement theories and the characteristics of Millennials. It further focused on the Employer Value Proposition and motivation theories, presenting Maslow’s Hierarchy of Needs and Herzberg’s Motivation-Hygiene Theory. Finally, the theory part examined different employee engagement strategies for Millennials. The data was collected from different sources, such as books, e-books, journals, articles, and statistical databases.
The empirical part of the study was based on qualitative methods. Personal in-depth interviews with Millennial employees were conducted to collect the data. The sample consists of younger Millennials (ages between 26–30) who are working face-to-face with customers in Helsinki. Qualitative thematic analysis was used in analysing the collected data.
The key findings of the research suggest that Millennials value especially good work culture and their co-corkers. Building relationships with people at work is important, so managers should invest in building team spirit. Meaningful job and finding a purpose motivate Millennials the most along with low hierarchical managers who listens to them. Flexibility in terms of autonomy and possibility to influence their time off and vacations will further engage Millennial employees working in customer service jobs.
The theoretical part of the thesis consists of employee engagement theories and the characteristics of Millennials. It further focused on the Employer Value Proposition and motivation theories, presenting Maslow’s Hierarchy of Needs and Herzberg’s Motivation-Hygiene Theory. Finally, the theory part examined different employee engagement strategies for Millennials. The data was collected from different sources, such as books, e-books, journals, articles, and statistical databases.
The empirical part of the study was based on qualitative methods. Personal in-depth interviews with Millennial employees were conducted to collect the data. The sample consists of younger Millennials (ages between 26–30) who are working face-to-face with customers in Helsinki. Qualitative thematic analysis was used in analysing the collected data.
The key findings of the research suggest that Millennials value especially good work culture and their co-corkers. Building relationships with people at work is important, so managers should invest in building team spirit. Meaningful job and finding a purpose motivate Millennials the most along with low hierarchical managers who listens to them. Flexibility in terms of autonomy and possibility to influence their time off and vacations will further engage Millennial employees working in customer service jobs.