Cycles of Failure, Mediocrity and Success and the Role of Staff Essay

Cycles of Failure, averageness and Success and the Role of Staff Empowerment on Breaking the Cycle - Essay ExampleThe writing tells that the role of employee motivation in generating guest satisfaction has been traditionally studied in the context of employees inwardly the service sector. This is because from the companys perspective frontline interactions with customers are a significant way of attaining competitive benefit and differentiating oneself. Hence, employees dealing in frontline work are expected to anticipate the needs of customers, deliver the service found on customized needs and build long term, personalized relationships with the customers. Thus, staff empowerment is a crucial position 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 t o what is known as the cycle of failure. In other cases, some degree of job security is present but there is low live for practicing ones own initiatives. This situation arises from the lack of empowerment and is termed as the cycle of mediocrity. However, by employing the right as wellls 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 stingily hired and untrained employees by employing the division of labor philosophy. This cycle is split into two cycles that work simultaneously. The stolon one involves failure with workers and the second one involves failure with customers. The cycle of failure pertaining to employees involves working on tasks requiring little or no skills and little scope for personal control. The output is strictly controlled by technology and strain is on following the rules as opposed t o focusing on the quality of customer service. It is a pedestrian to hear management attributing this failure to shortage of skilled labor, dearth of motivated employees in the labor commercialise and the fact that high costs of skilled labor would have to be borne by customers in the do work of high prices (Lovelock, Wirtz, & Chatterjee, 2007). Mostly companies consider training as a cost (and not an investment) and fear that it pass on result in wastage of funds if the employee walks away after acquiring the training (Lovelock, Wirtz, & Chatterjee, 2007). Failure with customers is associated with the lack of a consistent and clear image of the company to the customers which occurs because of changing faces due to high employee turnover. Also companies focus too much on the attraction of new customers as opposed to the retention of