Change search
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf
Drivkrafter som kan "gasa" & "bromsa": En studie om hur kundtjänstmedarbetare motiveras
Linnaeus University, School of Business and Economics, Department of Organisation and Entrepreneurship.
Linnaeus University, School of Business and Economics, Department of Organisation and Entrepreneurship.
2016 (Swedish)Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE creditsStudent thesis
Abstract [sv]

Uppsatsen syftar till att ge chefer en ökad förståelse kring motivationens betydelse och komplexitet inom servicebranschen. Kundtjänstmedarbetare som är studiens fokus utgör en vital arbetsgrupp inom service, då människor dagligen kommer i kontakt med någon form av service. Fenomenet motivation blir därför essentiellt, eftersom motiverade kundtjänstmedarbetare kan bidra till återkommande kunder. Motivation är dock komplext och individuellt, vilket kan utgöra en problematik för chefer i motivationsarbetet. I tidigare forskning har inte kundtjänstmedarbetare fått stort utrymme och vi anser därför att studiens framkomna resultat kan framhäva arbetsgruppens betydelse, eftersom goda prestationer är avgörande för företags framgång. För att besvara studiens forskningsfråga har en kvalitativ metod använts, med semistrukturerade intervjuer. Studiens resultat grundar sig på nio intervjuer med individer i betydande befattningar. Slutsatsen tyder på att om kundtjänstmedarbetares behov av motivation inte tillfredsställs kan negativa arbetsrelaterade konsekvenser i form av stress, sjukfrånvaro och personalomsättning uppstå. Kundtjänstmedarbetare kan däremot motiveras av fem utmärkande behov, vilka är arbetsstruktur, sociala element, coachning, målsättning och monetär belöning. Om behoven uppfylls kan det leda till positiva konsekvenser, exempelvis ett trivsamt arbetsklimat. Medarbetares behov kan tillfredsställas genom en jämvikt mellan uppgift- och personorienterat ledarskap, men också ett coachande ledarskap. Vi menar att en coach kan tillgodose kundtjänstmedarbetares individuella motivation, vilket kan bidra till att företag lyckas behålla den yngre generationen inom verksamheten men också uppmuntra medarbetare till ökade prestationer. Det för att kunna förmedla en professionell kundservice.

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.

Place, publisher, year, edition, pages
2016. , 77 p.
Keyword [en]
Customer service employees, motivation, rewards, social interaction, leadership, organizational consequences
Keyword [sv]
Kundtjänstmedarbetare, motivation, belöningar, sociala samspel, ledarskap, arbetsrelaterade konsekvenser
National Category
Business Administration
Identifiers
URN: urn:nbn:se:lnu:diva-53447OAI: oai:DiVA.org:lnu-53447DiVA: diva2:936303
External cooperation
Bygghemma
Subject / course
Business Administration - Organization Leadership
Educational program
Human Resource Management - Personnel Management and Organisational Development, 180 credits
Supervisors
Examiners
Available from: 2016-06-21 Created: 2016-06-13 Last updated: 2016-06-21Bibliographically approved

Open Access in DiVA

fulltext(772 kB)149 downloads
File information
File name FULLTEXT01.pdfFile size 772 kBChecksum SHA-512
cdf4860a25bb7c28b2c95c444a205848d7969045272279ba8554adef16ebc81031085d040a5a8cb8b925493621f4f3720f2cf9733ede8591199aa026ff4b9227
Type fulltextMimetype application/pdf

Search in DiVA

By author/editor
Albertsson, OliviaOlsson, Sara
By organisation
Department of Organisation and Entrepreneurship
Business Administration

Search outside of DiVA

GoogleGoogle Scholar
Total: 149 downloads
The number of downloads is the sum of all downloads of full texts. It may include eg previous versions that are now no longer available

urn-nbn

Altmetric score

urn-nbn
Total: 795 hits
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf