Motivating front level employees in the services organisation: theoretical analysis and implications

摘要

The front line employees are the keys to any services organisation and keeping them motivated is a decisive success factor of a well-functioned service delivery model. This study aims to decipher the front level employee motivation policies of IBIS Hotel (Excel Docklands London Branch) and its impact on the service delivery process. The study finds after the discussions with the managers of IBIS hotel and analysis of the collected data that it does not follow any structured policy to empower the employees through motivation rather they empower the employees based on their level of knowledge and expertise. Financial benefits motivate the employees mostly but this research found that only 32% employees are satisfied with the current financial and non-financial packages. Moreover, 68% employees of IBIS hotel support the fact that financial incentives help to motivate mostly whereas 32% agree with the non-financial incentives as a source of motivation. These findings do not contradict the conventional and modern theory of motivation.