RESUME
This thesis focuses on the management strategies to implement to create a competitive advantage through the employees in the service industry. This competitive advantage helps to understand the connections between employee well-being and customer satisfaction. The main question explorer of this paper is: How a company can create a competitive advantage from its employees and implement factors that contribute to the common employees and customer satisfaction? The aim of this study is to explore the system and associated literature with emphasis on companies that think out of the box in management matters.
The introduction provides a stakes analysis of the service industry. The second part allows to focus on the first hand on the customer needs and the way to satisfy them, and on the other hand on the employees by focusing on their expectations through the main theories on motivation, and the factors of motivation themself. Finally the last part demonstrates the existing relation that allows creating a "core satisfaction model."
This model will be verified across personal contributions. They consist in first analysing case studies of the companies Southwest in the US, HP in India and the Brazilian company Semco. And the last part makes the confirmation apparent from the interviews that have been achieved in France and in the US with managers, employees and customers from the service industry.The conclusions of this report allowed establishing some trends such as:
The management of every company depends on his leader. That's the leader who spread the spirit, values and culture of the company.
The main factor to reach an outstanding organisation is the triangle: employee well being, customer satisfaction and performance of the company measured by profit and development.
The development of a "core satisfaction model" which basis are the well-being of the employees in the company, which results in the focus and improvement of 3 main areas
- A pleasant environment: with empowerment, an entrepreneurship culture and the design of the workplace.
- The right team obtained through recruitment, training, and the development of a communication culture. All of them will enable loyalty.
- The good compensation system: personal recognition with extrinsic and intrinsic outcomes.
By implementing this "core satisfaction model", the company contributes to create a well-being atmosphere that will contribute to improve the service. Employees are happy at work; they have more knowledge and are engaged in the company success. They will take care of the customers as if they were theirs.
Believing in people as the primary source of competitive advantage drives to a total employee well-being, through three main fundamental needs to bear in mind: master his job, learn continuously and have fun in the workplace (fun and freedom stimulates the productivity)
