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Work motivation: A case study of customer service employees
Södertörn University, School of Social Sciences.
2015 (English)Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE creditsStudent thesis
Abstract [en]

Background: Contemporary research has been studying what motivates employees in different working fields. In this study, Herzberg’s research is examined in order to take a closer look at the motivation of customer service employees.

Purpose: The purpose of this study is to examine how the employees of customer service are motivated to work by mainly relating this study’s results to Herzberg’s research.

Method: The study method is a case study with qualitative research including semi-structured interviews and snowball sampling approach.

Theoretical framework: The fundamental theoretical framework in this study consists of Herzberg’s two-factor motivation theory.

Empirical material: The empirical material in this study consists of ten customer service employees. All the empirical data has been collected through face-to-face contact.

Conclusion: The overall picture of the empirical material is that the customer service employees are motivated by these Herzberg factors: “Salary”, “Interpersonal relations”, “Policy and administration”, “Achievement”, “Recognition”, “The work itself”, “Responsibility”, “Advancement” and finally “Possibility of growth”.

Place, publisher, year, edition, pages
2015. , 80 p.
Keyword [en]
Work motivation, Customer service, Herzberg, Qualitative research
National Category
Business Administration
URN: urn:nbn:se:sh:diva-29416OAI: diva2:899204
Subject / course
Business Studies
Social and Behavioural Science, Law
Available from: 2016-02-01 Created: 2016-02-01 Last updated: 2016-02-01Bibliographically approved

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