Grocery retailers, customer satisfaction, employee job satisfaction, employee job motivation
Customer service is an integral part of doing business today. Customer service providers must have adequate preparation to interact effectively with the customer. The preparation is a result of a commitment to increase understanding of the customer service industry, the knowledge of current trends, the ability to interpret those trends and the development of the fundamental skills necessary to achieve excellence. The aim of this is to analyse perceptions of job satisfaction levels at grocery retailers in South Africa and establish whether there is a relationship between job satisfaction and motivation of retail employees at grocery retailers in Pretoria, South Africa. It is evident from the research that the majority of respondents 43 percent strongly disagree with the statement that employee attitude is commendable, a view that is disputed by management. Management is of the impression that it is doing enough to address customer satisfaction problems. The research also established that the customer’s perception is that there is little empowerment to the frontline staff. The conducted research finally has established that there is a positive correlation between job satisfaction and motivation of retail employees of grocery retailers.
Full Text : PDF
- Armstrong, M. (2001): A handbook of Personnel Management Practice, 6th Edition, London, Kogan Page Limited.
- Bateman, T.S., Zeithaml, C.P. (2003): Management Function & Strategy, 2nd Edition, Irwin Inc.
- Blem, N. (2005): Service Please South Africa, Juta & Co, Ltd.
- Carr, C (2007); Front-line Customer Service : 15 keys To Customer Satisfaction, Canada : Wiley & Sons, Inc.
- Christopher, M (2002): The Customer Service Planner, Oxford: Butterworth-Heinemann Ltd.
- Clutterbuck, D., Clark, G., Armstead, C. (2003): “Inspired Customer Service,” Strategies for service Quality, Kogan Page Limited, London.
- Cranny, Smith & Stone, 2002 cited in Weiss, H. M. (2005). Deconstructing job satisfaction: separating evaluations, beliefs and affective experiences. Human Resource Management Review, 12, 173-194, p.174
- Deeprose, D (2006): How To Recognize & Reward Employees, New York: Amacom.
- De Poy, E & Gitlin, L. M (2004) Customer Service volume 1 page 32-34.
- Fried, Y., & Ferris, G. R. (2007). The validity of the Job Characteristics Model: A review and meta-analysis. Personnel Psychology, 40(2), 287-322.
- Fisher D. (2000).Mood and emotions while working: missing pieces of job satisfaction? Journal of Organizational Behaviour 21, 185±202
- Hacker, C.A (2007): The High Cost Of Low Morale…And What To Do About It, USA: CRC Press LLC.
- Hackman, J. R., & Oldham, G. R. (2006). Motivation through the design of work: Test of a theory. Organizational Behavior and Human Performance. New Jersey: Prentice- Hall Inc.
- Heskett, J.L., Jones, T.O. 2006. “Putting the Service-Profit Chain to Work”, Harvard Business Review, March-April, p164-165.
- Locke 2007 cited in Brief, A. P., & Weiss, H. M. (2009). Organizational behavior: affect in the workplace. Annual Review of Psychology, 53, 279-307, p. 282
- Robbins, S. P (2006): Organisational Behavior, Eighth Edition, New Jersey: Prentice- Hall Inc.
- Saunders, M., Lewis, P. & Thornhill, A. 2007. “Research methods for business research”. London: Pitman Publishing.
- The Harvard Professional Group. Three Hallmarks of a Career Position. http://www.harvardpro.com/careerjobs5a.htm. 2005.
- Weiss, H. M. (2006). Deconstructing job satisfaction: separating evaluations, beliefs and affective experiences. Human Resource Management Review, 12, 173-194, p. 174. New Jersey: Prentice- Hall Inc.