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Cycles of Failure, Mediocrity and Success and the Role of Staff Empowerment on Breaking the Cycle - Essay Example

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Cycles of Failure, Mediocrity and Success and the Role of Staff Empowerment on Breaking the Cycle

The paper tells that the role of employee motivation in generating customer satisfaction has been traditionally studied in the context of employees within the service sector. This is because from the company’s perspective frontline interactions with customers are a significant way of attaining competitive advantage and differentiating oneself. Hence, employees dealing in frontline work are expected to anticipate the needs of customers, deliver the service based on customized needs and build long term, personalized relationships with the customers. Thus, staff empowerment is a crucial aspect of maintaining employee motivation and customer loyalty. From the above it follows that poor working environment can translate into poor customer service with employees dealing with their customers the way their managers treat them. Furthermore, employee turnover is attributed to what is known as the “cycle of failure”. In other cases, some degree of job security is present but there is little room for practicing one’s own initiatives. This situation arises from the lack of empowerment and is termed as the “cycle of mediocrity”. However, by employing the right tools of empowerment, the management of any company can develop a positive attitude in service employees which is known as “cycle of success”. The “cycle of failure” is attributed to the delegation of monotonous, mundane tasks to cheaply hired and untrained employees by employing the division of labor philosophy. This cycle is split into two cycles that work simultaneously. ...Show more

Summary

This paper explores the concept of cycle of failure, mediocrity and success in the light of existing literature from various journals and books. Furthermore, it attempts to explore the notion of employee empowerment as defined by researchers. …
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