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

Cycles of Failure, Mediocrity and Success and the Role of Staff Empowerment on Breaking the Cycle - Essay Example 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 â€Å"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 â€Å"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 â€Å"cycle of success†. The â€Å"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. The first 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 emphasis is on following the rules as opposed to focusing on the quality of customer service. It is a c ommonplace to hear management attributing this failure to shortage of skilled labor, dearth of motivated employees in the labor market and the fact that high costs of skilled labor would have to be borne by customers in the form of high prices (Lovelock, Wirtz, & Chatterjee, 2007). Mostly companies consider training as a cost (and not an investment) and fear that it will 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