How Employees Are Motivated In The Service Industry

Bachelor Thesis from the year 2023 in the subject Leadership and Human Resource Management, National University of Singapore (Dimensions International College), course: Higher Diploma in Business Management, language: English, abstract: In the present research study, the researcher tries to investigate how the employees are motivated in the service industry. In order to make this study more realistic and practical, the researcher has considered Emirates Airways. The existing literature has helped the researcher to gain in-depth knowledge about the importance of employee motivation by focussing on the airline industry. The researcher has given theory of conservational resources in order to gain a vivid understanding or organisational behaviour. The concept of organisational citizenship behaviour and the factors influencing it have also been analysed in the study. The researcher gives a vivid understanding about the relationship between employee motivation and their organisational performance. For the purpose of this study, the researcher has chosen a post-positivist reach philosophy, deductive research approach and descriptive research design. The sample size for this study is 55. Among this, 50 are employees and 5 are manager of Emirates Airways. The researcher has used both primary and secondary sources of data collection and analysed it with qualitative and quantitative techniques. Through the study, the researcher has derived that the main focus of any organisation is to motivate the employees in order to enhance their performance. For this, service industry adopts appraisal system and rewards. It also pays adequate attention on the pay and salary of the individual employees. It is also important for the organisation to recognise the performance and achievement of the employees regularly in order to motivate them. However, due to excessive pressure demotivated employees. Employees are unable to maintain the work-life balance. Moreover, Individual egoistic behaviour often forces them to overlook the overall development of the organisation. Hence, it is important for the organisation to promote positive reinforcement of good performance. The organisation should also be better designed in order to provide maximum satisfaction to the employees.