The role of Leadership Style in improving the performance of employees

Abstract

Every business has its own nature, some business offer services, products some businesses offer only services and others offer products and as per their business nature they have clients and for handling clients and achieving organizational objective, management provide trainings and skills to the employees for achieving goals and managers monitor them and facilitate them with appropriate resources as per situation and requirement. In order to reduce the chances of resource wastage and for maximum output from employees, management design and implement short term goals, long term objective and business policies. For maximum output from employees depend on the instructions, guidelines, resources allocation and involvement of managers and clear and agreed objectives. Managers deal the employees and evaluate their performance and give them feedback. Employees have their own interests, needs and want to overcome those needs and wants they offer their services to the organizations. A management style that describes the way and dealing methods for the managers to handle, control, manage, and allocate resources to the employees for specific outcomes. There are many management theories and leadership theories are available that the management follow and implement in their organizations for more productivity by creating and enhancing productive attitude and motivations among its employees. This research is also related with the objectives of effective management style that can motivate its employees for more productive attitude. In this research the researcher has described some motivational theories and leadership theories and found out their affect and found out the implemented management style and its affects.

In different organization according to the requirements of clients and nature of the business, services and product specification, each organization has its own specific business strategies. To control, organize the resources and leading the human resources managers are there. Organization hired the services of employees at all levels to achieve organizational objectives and to run business activities and day to day business transactions effectively. The managers bridge the gap between the higher level management and the low level management and other employees. Employee’s productive attitude can create the loyalty among the customers by handling those clients who have complaints regarding services or products. The employees can play their effective role in capturing more clients from the market and they can contribute to help their colleagues in a well manner. Employees have their own needs and wants and they offer their services to fulfil their needs and wants. Client’s satisfaction depends on the productive attitude of the employees and employee’s attitude depends on the behaviour of the managers. Manager’s attitude and behaviour depends on the organizational policies. In the work place there are many factors that can play their role significantly in enhancing the employee’s productive attitude. These factors includes pay well in time, wages rate, health and safety measures at work place, manager’s behaviour, paid holidays, sick leaves, banking holiday, colleagues support, promotion, career growth, trainings, qualification and personal growth are some factors that can play effective role in creating loyalty among employees. Work place environment can also play an important role in productive attitude of employees. It depends on the managers and policies of organization that in which manners they treat the employees to achieve organizational objectives. If employees are happy then the managerial role is so appropriate. Otherwise they need to consider these above mentioned factors for better outcomes.

Introduction

Good leadership within the workplace motivates employees to accomplish more. The best workplace and organizational leaders can create confidence in the individual workers of organization so that the individual worker completes his tasks more efficiently. Great leaders in the workplace or organizational setting can harmonize company or organizational goals with the goals and interests of the individual employees. Good leaders in a company or organizational workplace will always demonstrate enthusiasm about the work that they do and about their own place in the company or organization as a leader.

Leadership style is known as the manner and approach of providing direction, implementing plans, and motivating people (Lewin, 1939).

It is considered that a good leader is the one who uses all three approaches in order to obtain his required work. It depends on the environment and followers that which style would be suitable for that situation. There are positive or negative ways in which leaders do approach their employees. Positive ways of leadership is to demonstrate their positivity by offering rewards, bonuses and independence at workplace. Motivating the employees to boost their performance is a positive approach by leaders. At the same time, negative approach is also available which should be used with care only as it can cost on the human spirit. Such as, it is a negative approach to charge penalties for employees. Negative leaders want to push everyone into higher level of productivity. They believe that things can be done by frightening the employees with pay cut, day off, insulting in front of other employees etc. This negative approach always down falls the morale of all the employees if used wrongly and in turn results in lower productivity overall.

There are two types of approaches known as consideration and structure in leadership styles. Consideration is a type of approach where leaders care about their employees, their needs and motivate them to build a team work to achieve the higher level of productivity. Structure approach in leadership style is about the leaders who believe that productivity can be increased in organization if workers are kept highly busy.

1.1 Problem

Service providing has become more important in organizations because customers appreciate it similarly product development and cost optimization has also importance but service quality is become today more importance in organizations.

Marketing strategies has been changed due to competition and due to a range of products and services and more awareness in customers want good quality and services for which they spend the amount. Services providers become de track due to different needs of each customer and each customer has its own needs and they all want satisfaction up to maximum level, and in the market all kind of services and goods are available, all the organizations are trying their best to satisfy their clients by providing good services, by creating loyalty (Chen and Popovich, 2003). According to Sugandhi, (2002) customers have too many options these days, he has a lot of options based on customers need and want, and customer purchases what suits him/her. Distances has been reduced, there is no distance from selling to marketing strategy and vice versa, due to improvements in the product designing and due to advancements in the technology and pricing strategies and due to good service customers admire the goods or services and purchase the goods. Today companies are trying to establish relationship with their customers to create customer loyalty in order to achieve organizational objectives (Chen and Popovich, 2003).

Any business starts and ends with customers (Sugandhi, 2002).Due to this cause service providing companies now a days are trying to pay their attention towards effective customer relationship practices by having effective customer relationship management in order to understand the needs and expectations of customers and to fulfill their needs and fulfillment of promises for long term relationships with customers and retaining them for earning more profit. Relationships have significant effects on profitability and customer retention.

So it is clear that people need good services and satisfaction and they pay for it to good satisfaction, so there is a relation among quality and expectation to the service providing and quality providing, similarly long term relationship based on quality of services in order to retain customers and earning profit.

Parasuraman et al. (1985) described that there is a gap between customer perception and expectation due to following gaps, first of all management perception gap, this gap is due to wrong perception of service quality by management, service quality gap, service delivery gap, lack of marketing communication gap and perceived quality gap (Parasuraman et al. 1985). In this research the researcher will find out the gap between customer expectation and customer perceived service quality in order to fill this gap through customer relationship management to retain the customers for a long time to earn profit and to create loyalty. And find out the drawbacks of customer relation practices and give proper recommendations to the selected hotel to improve them for retaining clients, and to reduce the gap. This research will help the hotel management a lot to know that what their customers actually expect from them regarding quality of service.

1.2       Research Objectives

The main objective of the researcher is to find out the impact of effective leadership style practices in the hotel industry and the influence of effective leadership style on the growth of organization.

What are the factors of effective leadership style that can effectively contribute in the growth of an organization by implementing them in real situation?

What are the main drawbacks of leadership style in the selected hotel?

The researcher is interested in finding those factors and challenges those are the main hindrance in implementing effective leadership style.

The researcher will make necessary recommendations and suggestions for the hotel industry and for the selected hotel to implement and consider factors and changes in current leadership style to achieve organizational objectives. 

To obtain above objectives the researcher will make a link between leadership style influence on the behaviour and productive attitude of employees to offer best quality of services to the clients for customer satisfaction and customer retaining to build a long relationship with customers. Because the researcher had find out through review literature that how the service providers can improve their services at best level to satisfy their customers and how the leadership style can affect their employees in order to bring productive attitude and their work that among customers to create more loyalty, to have a long term relationship with them to generate more income by providing quality of services and satisfying their client at maximum level. This quality service provide to the customers by the selected hotel will improve the satisfaction of customers, because there may be a gap between the expectations of customers and perceived quality of service, and hence if that gap is there than there is lack of satisfaction among customers regarding quality of services, so management should improve their policies and tried their best to improve their practices and provide them the quality at the best level as the customer are expecting their feelings and thoughts, and to gauge their level of expectation and their will to remain in a long or short term with service providers, because market is full of services providers now days and as each customers has its own needs and expectations and level of satisfaction, so as many service providers are there in the market, so customers buy the services whatever they like the best one for them. By keeping all that in the mind the researcher has following objectives to conduct that research.

1.3 Organization Background

Botanic hotel is well known company that is running its business in United Kingdom since 1973 and serving the nation with its better quality of services in hotel industry. The researcher has selected Glasgow branch for research purpose. This branch is situated in the east of Glasgow United Kingdom. There are about 200 rooms available for the rent and all rooms are well equipped with latest furniture, and latest technology like lighting system, television, telephone, electronic beds, matching bed sheets, curtains and furniture colour.

This hotel is situated in the heart of city near the Botanic garden and daily in the morning it served breakfast to its customers. The staff is well educated and trained that served the clients according to their needs and expectations. All the bed rooms are well decorated. The hotel management tried at their best level first of all to provide best quality of services to its clients on the demand.  The hotel is situated near the train station and bus stop and hotel has its own free car parking (http://www.booking.com/hotel/gb/botanic-glasgow.en.html?aid=311076;label=botanic-glasgow-wyii8cHS4_eBFTS9IOIJjgS11998803420;ws=&gclid=CJ-fie2XzK4CFcYntAodp1OA0A).

The Botanic hotel uses latest technology like computerized system for advance booking and even then from all over the world the clients can book the hotel by depositing 20% in advance. The hotel keep all the record of its clients and their priorities/expected services and their needs and wants individually and in computerized system each client has been allotted a unique client code and handover client card to each client.

Chapter: 2

Literature Review

2.1       Introduction

A literature review has been conducted initially for the research proposal. Books and Journals and internet websites have been researched and selected contents are included in this research proposal. The researcher will provide here the review literature about customer relationship management and about the services quality and communication, comfort, privacy and all other factors which are necessary for this research.

2.2       Customer’s Loyalty

Customers’ loyalty to the creation is very important to the accomplishment of any organisation because it is not an job to hold clients devotion, according to Bhote, (2006) that client’s closeness and happiness always force the increase of organization, more accuracy, more happiness and more completion forever participate a helpful role wherever as low authenticity play unhelpful role and the buyer may end to buy manufactured goods in prospect. Schlesinger and Heskett, (2001) recommended that the business must give the notice and assign the assets in identify the actual wants and requirements of customers and then carry gladness in the middle of them by fulfilling them. They encompass discuss the significance of humanizing the employees and as long as them good information all the way through some teaching to treat the clients in best way by suitable and useful infrastructure skills, and administrations must put in order them and calculate their presentation frequently.  Zeithamlet al. (2000) said that low quality of services provided to the clients always lead to generate complaints, and skills and appropriate trainings are required to handle those complaints registered by the clients. Employees need skills and knowledge to handle clients and specific authority to handle clients in affective way, effective way means that to solve their problems and creating satisfaction among them. Similarly Schneider and Bowen, (2009) stated that effective way of communication can play effective role in creating loyalty and satisfaction, because communication is a tools that can be used effectively in identifying their needs and requirements and employee’s can provide better solution by understanding their requirements. According to Helgesen, (2006) that companies can earn more revenue and can grow rapidly by creating the loyalty and satisfaction level among its employees and loyalty and happiness and satisfaction can be created among employees by offering better quality of services through appropriate skills of communication. Client’s loyalty is more important for the organizations because the repurchasing of services and products is directly related with the loyalty and satisfaction. Client’s loyalty becomes the cause of repurchasing. Creating loyalty among clients through offering quality of services and products depends on the behavior and style of employees and employees are motivated towards offering/ providing best quality of services to the clients depends on the leadership style of managers. When the employees are happy with the policies and organization pay its full attentions towards needs and wants of employees then the employees will pay their attentions towards creating client’s loyalty.

2.3       Quality of service offered by the employees

The researcher is interested in the employee’s services level of quality that they provide to the clients because when employees are happy then the qualities of services offered to the clients create more level of satisfaction that is trigger in repurchasing more services and telling other peoples to buy services and products from this organization. Quality of services included communication skills to handle client in short time, fast response, well identifying their requirements and prompt reply to clients to solve their problems in order to creating loyalty and happiness among them for more revenue and reference. According to the Antony and Antony, (2004) stated that quality of services means that very quick response to the customers, quick response to their contacts in order to supply them best solution of their problems, needs and wants. Better quality of services means that there is no any gap in between the offered quality of services and the expected quality of services and products.

Zeithaml et al. (2001) stated that good quality of services and employee’s attitude are more important factors that are very helpful in generating more revenue for an organization through satisfying to its customers. Schlesinger and Heskett, (2001) they both have described the attributes of better quality of services to the clients, which included quick response and best solution to their problems. They both also stated that the organizations must provide best services on regular basis and check the performance of employees and managers must arrange workshops and courses for employees to improve their skills and competencies to handle the clients. The respond must be very quick and employees must have authority to provide solution for creating loyalty. The researcher found out that client need quality of services, and the quality of services or products depends on the trainings and skills of employees. Ultimately when there is no difference between client’s expectations and offered services quality then the clients will be happy and repurchase frequency will increase.

2.4       Managers Attitude, Behaviour

This is the main objective of research is to find out the positive affect and impact of manager’s attitude (leadership style) on the sales and growth of organization. Leadership style is actually the behaviour of managers and the style of managers that how the managers deals with the employees at work place and how they treat with the employees, how they allocate the resources, how managers create friendly and trusty environment or strictly environment at work place, the consequences affect the sales and growth in all kind of industries. To handle the old clients and their complaints is very important for the organizations. It is the manager’s attitude that brings happiness and satisfaction among the employees. Manager’s attitude and behaviour is more important in creating more productive attitude among the all employees. There are many factors like wages rates, over time and over time rate according to the law and legislation. Safety issues, paid salaries, career growth, promotion, benefits and more factors can play their role in creating productive attitude among employees (Reichheld and Kenny, 2001).  Parasuraman et al. (2001) has been described that customer’s complaints can be handled more effectively by satisfying the employees of organizations. When the employees will be happy and will be benefited by the facilities and will be happy with the manager’s attitudes then the employees will provide better quality of services by identifying the needs and wants of clients in effective way. According to Schlesinger and Heskett, (2001) clients can be deal effectively by offering them best services and good values of products as per client’s need and wants and by recognizing their problems. They also said that there are many factors that can play their role in clients handling and satisfaction them. Parasuramanet al. (2001) supported by saying that clients become discourage up to 19% just due to low level of services to the customers. When there is no any gap between the client’s expectation and the needs and wants of customers and the services offered by the organization then the client become happy and the employees can offer the best services to the clients when they are fully supported physically and morally supported by the managers and well equipped with specific trainings and skills then the organizational objectives can be achieved effectively.

According to Dimitriades, (2006) there are some variations exists between the expectations and the offered quality of services to the client’s this is mainly due to poor communication between the clients and the employee and the service providing department. When the employees have communication skills then this variation can be minimized even then can be removed and employee can recognize the actual needs and wants of clients, there is another difference between the best quality (expected) and the offered quality of services or product.

2.5       Organizational sale and growth

According to Yeung et al. (2002) more revenue can be generated through more sales and growth of organization depends on the volume of sale. Client’s loyalty and level of its satisfaction are two main factors that play their vital role in enhancing sales. Better quality of services that skilled workers and managers have implemented such policies to make sure the best quality of services also enhance the satisfaction level of clients first by recognizing their expectations. Employees are always motivated by the managers. Their activities are always influenced through the activities and through the policies of organization that are implemented by the managers and the work place environment that motivate and bring happiness among employees by satisfying them as per their needs and wants.

Homburg, (2007) has been supported this statement and said that there is a deep link between the organizational growth and the level of satisfaction of the employees and client’s level of satisfaction. There is a logic that when the employees are benefited by the organization then they will fully devoted themselves towards achieving organizational objectives and will tried their best to satisfy the clients at their best level. The employee’s happiness and their level of satisfaction are directly related with the managerial behaviour. Managers can play their role and behaviour can more motivate the employees towards the productive attitude of employees.

Dimitriades, (2006) has stated that when the employees are satisfied by the managerial behaviour then the probability of client’s satisfaction also increases at highest level and become cause of organizational growth. When the employees have best environment of working and are satisfied with their benefits then the level of devotion towards achieving organizational growth also become high. Some factors influence the contentment of consumers which includes the attitudes of workers and the way of services delivering, so when the clients received quality of services. The organizational growth is related with the repurchasing (frequency of sales). And frequency of sales is related with the client’s loyalty, client’s loyalty is related with client’s satisfaction and client’s satisfaction depends on the previous experience of clients after consuming the products or services. The offered services depend on the performance of skilled and well trained qualified employees. Skills, trainings and quality of services offered by the employee are related with the motivation level of employees. Employee’s motivation, productive attitude depends on the attitude of managers. This attitude comes from the leadership style of those managers according to the business policies implemented in the work place.

2.6       Customer’s satisfaction, customer’s holding and Sales Skills of Employees

According to the Giese and Cote, (2000) stated that employees can handle the clients effectively if they have very good skills as per needed and as per situation they have the proper authority to handle the client, and this is manager’s duty to assign such authorities to the employees to handle the situation and providing the better solution to the clients. It is very important to create the trust worthy environment at the work place among the employees and all the employees should help each other and share the knowledge and experience to find out the solution of problem, in such a way the client can be handle more effectively and satisfaction level will increase. Employees must give the priority and quick response to the clients when they are looking for some help. As Giese and Cote, (2000) stated that that employees through good skills of communication can handle the clients. So the managers must pay full attentions on the communications skills and must provide chance of trainings on regular intervals to improve their skills to satisfy the clients at maximum level. And satisfied clients become cause of increase in sales. Similarly Gonzalez et al. (2007) described that employees must pay their full attention towards the quality of services through its skills. It is the quality of services that can play its important role in satisfaction of customers well in time on priority basis. The clients feel that the company take care their clients in their first priority. These clients then become reference groups for other people and in this way the organization have a chance to capture more clients from the market. McQuitty et al. (2000) has been stated that organizations must play their role in holding the old clients because old clients do purchasing repeatedly and contribute their role in achieving organizational objectives in maximizing the sales volume and ultimately organization can earn more revenue. The employees of organization can retain old clients through their interpersonal skills. Management can measure the qualities and characteristics of its employees through implementing and having standards in organizations. And the managers must provide proper feedback to the concerned employees and as per need they must arrange training sessions and workshops to improve the skills and competencies of low performance employees. According to Wang et al. (2007) that there is a relationship exist between the satisfaction of customers and the employee’s skills to handle the complaints of clients. Skilled and well trained employees can handle the client’s complaints and in this way they can create more loyalty among the clients through effective communication skills and the communication skills depends on the training and qualification that managers arrange to teach the employees.

2.7       Workplace environment role in creating productive attitude among employees

According to Schlesinger and Heskett, (2001) have described that managers are responsible in the organizations to make it sure that the organizational policies that are implemented in the work place are appropriate for the employees and employees are satisfied with them. And as per requirement the managers must take significant action to provide necessary facilities and allocate proper resources to the employees so that organizational objectives can be achieved without wastage of time and resources. And it is the responsibility of employees to devote their energies to achieve organizational objectives by participating in the team work. They should help each other openly and should show trust on each others. The managers must provide all the basic facilities to the employees at work place and make it sure regularly that all the health and safety measures are properly installed at work place. 

Williams et al. (2001) has supported to the above statement by saying that managers must take the necessary steps towards the employee’s betterment, and must consider their promotions, recognizing their efforts, prizes, increments in salaries and other facilities like medical allowance to enhance the motivation among the employee to achieve company goals.

Antony and Antony, (2004) stated that administration must check the safety measures and all other necessary measures like machines and the proper checking and changing spare parts of machines and check the cleaning and neatness to make it sure that workers are safe while working. They must ensure that all the employees are insured and insurance must be the fundamental part of legal requirement. Some of the scholars have been argued in this favour that employees of company must be ready to take necessary actions to make satisfaction to the customers. Employees of the organizations must be well educated that how to deal the customers, they must be well aware about presentations of administration’s message and policy while dealing with a client and in the result of this the customer feels that he or she is important for the company, similarly the employees know that how to play role in a team while considering themselves as team member, the supervisors and administration of the customer care staff essentially educate the staff and gave them authority to their staff member to help out the customer at maximum and possible level (Schlesinger and Heskett, 2001). Similarly Bolton and Drew, (2001) stated that identifying the employees problems and providing them best solution because employees are the main assets that contribute in the growth of organization if they are properly motivated. Similarly Buttle, (2005) has focused on the employee’s benefits that at the workplace if employees are happy and their needs are being under considerations with the passage of time and all rules and regulations are implemented for the betterment of employees then the motivational level will be enhanced.

Looy et al. (2003) has stated that for the best quality of services provided b y the employees it is essential that the environment at the work place must be friendly rather than strictly. Organizations must invest money for the betterment of its employees. The employees in the organizations can handle the client’s complaints well in manner if they are equipped with the authorities to provide suitable solution of their problem.

It is concluded that there is a deep link between the work place environment and the employee’s motivation.

2.8 Leadership style

According to the Adeniyi, (2007) the effective leadership style can bring the change in the organization. According to the Gill (2006) there is a deep relationship between the code of conduct and the leadership style in an organization. Winkler (2010) has stated that leadership style must be implemented as per the era and must be in practice fully for certain outcomes.

Bush (2003) stated that effective leadership style can play its important role in creating and enhancing the motivation in the organization in the employees for specific outcomes. Cooper (2011) has stated that leadership style should be result oriented and effectual. Leadership styles are actually the part of business strategies used for the betterment of employees and for the appropriate flow of work to prevent wastage of resources and making it sure that the appropriate resource allocation in the organization. Kippenberger (2002) the manager must have multicultural attitude and behaviour at work place for significant outcomes. He also argued that the leadership style must be designed by considering nature of business and the objectives of business organization and status of organization into origin. Managers have impact on business transactions. Managers are the main core of business. Managers are responsible for day to day task achievements. Managers play their role as organizer, controller, resource allocator, problem solver and leader. Managers are also responsible for the change and satisfaction of employees. There are many factors that can play their role at work place in creating productive attitude among the employees effectively like pay in time, and pay rates as per rules and regulations, work place safety issues, paid holidays, family problems and counselling career, personal growth.

Employee’s Productive attitude [Employee’s training, Skills, Competencies]  

2.9       Conceptual Framework for Literature Review

 

The researcher came to know through the review literature that there is significant affect of leadership style on the organizational growth through creating productive attitude among the employees. There is only one way to increase the sales, and generating more revenue and earning more profit if there are more sales. Frequency of sales can be enhanced if the clients are satisfied and there is no any difference between the client’s expectations and the offered services then this is possible. The client will again come for hiring services or to purchase the product. Every organization has one objective to make more profit. The profit can be generated if there is more sale, and sales volume depends on the previous experience of the client when he or she has buy the product and the product has fulfilled client’s needs and wants. In the hotel industry service quality is more important as compared to other industries. So in hotel industry employees need trainings and special skills to treat in well manners with client to offer them best quality of services and products. If employees are happy with the environment and all those factors that are related with their needs and demands can play role in creating and enhancing the productive attitude among employees. Managers are responsible for leading, controlling, resource allocation and making it ensure that the employees are happy with the work environment and they are happy with the pay package and other incentives and they are offering all those benefits and facilities as per rules and regulations like paid holidays, sick leaves, manager’s attitude, work place safety measures, equal treatment with all employees. Organizations designed the policies to achieve its goals and objectives. Managers follow the policies which are basically the instructions to do business in effective way. Employees play their role in achieving daily transactions and daily tasks to achieve organizational long term and short term goals. Managers are responsible for their behaviour, resource allocation, performance measurement, providing all those resources well in time. Managers are responsible for controlling, problem solving, leading and organizing all the resources in an organization. Employees are the resources for an organization. Employees are the main assets for an organization.

To carry on the business day to day transactions organizations have policies that are actually set of rules, regulations and code of conduct. Managers follow these rules and regulations to do daily business operations and employees are controlled, lead and organized by the managers. Employees handle and offer the services to the managers. Clients need better quality of services and products to fulfil their needs and wants. When clients are happy and customers are satisfied by consuming those services and products they will come again to repurchase and ultimately sales and revenue will be generated and this will become the factor of growth for an organization. The researcher comes to know after review of literature that there is a deep link between the leadership style and organizational growth.

Chapter: 3

Research Method

3.1       Research Methodology

The researcher has described the research method in detail in this chapter. The researcher has selected the case study to collect the primary data because the researcher is a student and has limited time and budget. According to Soderlund, (2008) the research methodology provides the road map for conducting the research according to the main objectives of the research.

3.2       Objectives of the research

The main objective of the researcher is to find out the impact of effective leadership style practices in the hotel industry and the influence of effective leadership style on the growth of organization.

What are the factors of effective leadership style that can effectively contribute in the growth of an organization by implementing them in real situation?

What are the main drawbacks of leadership style in the selected hotel?

The researcher is interested in finding those factors and challenges those are the main hindrance in implementing effective leadership style.

The researcher will make necessary recommendations and suggestions for the hotel industry and for the selected hotel to implement and consider factors and changes in current leadership style to achieve organizational objectives. 

3.3       Research method

The researcher has selected the qualitative research method to conduct the research.

According to Soderlund, (2008) research method actually guide the researcher that how to conduct the research according to the aims and objectives of the research.

The research method contains in detailed about the data, sources of data, objectives of research, material and population and sample size.

In this research the researcher has used the questionnaires to the employees of selected hotel and conducted the interview of manager and asked a set of questions. The main purpose of interview and questionnaire was to collect the primary data.

According to Reinartz and Kumar, (2003) journals, e books, websites, articles are best sources to gather secondary data for conducting the research.

3.4       Case study selection

The researcher has selected the case study to conduct the research. For conducting qualitative research case study is the best one solution to achieve qualitative research results (Feagin et al. 2001). Stakes, (2005) has been stated that when there are short time and limited resources then the best way is to select case study to conduct quantitative research. In this way the researcher can conduct interviews and can complete surveys in limited time and can achieve specific goals and objectives of the research. In order to achieve reliable and valid results the researcher should adopt quantitative research by making questionnaires and conducting interviews or interview with the key person in an organization by selecting as case study even then in short period of time (Stakes, 2005).

According to Powel and Single, (2006) case study is the best option for the researcher to carry on the research with specific and significant objectives in limited time and with limited resources by asking a set of question from authorities and the other staff members.

The researcher has distributed the questionnaires among the staff members of Botanic hotel and the main objective of questions was to asked about the relationship among the leadership style, employee’s productive attitude and organizational objectives.

3.5       Primary and Secondary Data sources

The researcher has been used website of Botanic hotel, many journals, electronic journals, articles, libraries, books on the topic of clients loyalty, employee’s loyalty and leadership style and its outcomes and some other hotels website to gather secondary data to support the topic and the researcher believed that secondary data is helpful in gathering primary data for this research.

The researcher has designed the questionnaires that contained fifteen questions and the researcher has distributed these questionnaires among the employees and asked about the relationship between the manager’s behaviour and work placement environment and some other factors that can influence the productive attitude of employees. The researcher has conducted the interviews of manager and asked some questions regarding their role in the organization and related with leadership style.

3.6       Population and sample size

The researcher has selected fifty (50) employees and distributed all the questionnaires among the employees in order to gather primary data. The sample size was 50. Total number of employees is 250 at the hotel, but due to limited time spam the researcher has selected every 5th person (systematic and randomly) for asking questions. The researcher has selected both male and female genders and age range was 19 years old to 50 years old.

3.7       Data reliability and validity

The researcher has recorded all the primary data in the table form so that to avoid from data duplication and minimizing error chance. The researcher has avoided taking data from Wikipedia and did not steel data from class fellow or colleague works and did not disclose its own results to any one for misuse of data. After data gathering and recording data into table form the researcher designed the bar and pie chart to show the percentage. The researcher has designed all the questions on the topic of managerial attitude and workplace issues.

Powel and Single, (2006) stated that data gathered through conducting research must be valid and reliable.

According to Powell et al. (2006) the researcher must ask the different questions from the respondents and multiple questions from respondents and record the results in a sequence and in well manners in order to make sure the data reliability and data consistency.

3.8       Questionnaires

The researcher has designed the questionnaires and focus on the objectives and main aims of the research. The researcher has used both closed ended and open ended questions in the questionnaires. The researcher was interested in the impact of effective leadership style on the sales and growth of organization. The researcher main aim was to know about the importance of effective leadership style and the researcher want to know that which factors can affect the leadership style. The researcher main aim was to know that what should be the managerial role in creating productive attitude among the employees and which factors can play the role in creating productive attitude among the employees to enhance the sales volume of organization. The researcher has used easy language while designing questions and tried his best to cover all the areas. The researcher has included all the questions in the appendices.

Q:        Are you happy with the manager’s attitude?

Q:        Are you happy with the work environment in the hotel?

Q:        Which kind of environment would you like at work place?

Q:        Have you ever shared your knowledge and experience with your colleagues at work place?

Q:        Are you happy with the company policies regarding respect, honour, salary in time, workplace safety, holidays?

Q:        Do you feel that there should be some changes are necessary at work place that can bring change in the productive attitude of employees?

Q:        Do you believe that

Q:        Select one or more than one from below that in which area the change is necessary?

Q:        Are you agreed with the company’s objective to achieve them?

Q:        Do you have proper skills and resources allocated by the manager to accomplish daily task?

Q:        Does the company check your performance and give you feedback regarding your performance (appraisal or notice regarding lacking skills or capabilities)?

Q:        Is there any link between manager’s behaviour and productive attitude?

Q:        Do you believe that there is a link between work place environment and employee’s loyalty?

Q:        Do you believe that there is a link between manager’s/ Supervisor attitudes and behaviour on your productive attitude?

Q:        Do you believe that managers can play their role in enhancing employee’s productive attitude?

Q:        Which factors can play their role in increasing employee’s loyalty?

            Select one or more from the given below list.

3.9       Interviews

The researcher arranged a meeting with the managers at Botanic hotel to ask some questions about the leadership style with the manager. Interviews are the best techniques to gather primary data on a specific topic or issue. There two people involved in the interview. Basically in the interview there are always two parties involved. There are many advantages of interview. The data gathered through using interview provide full range and valid and reliable data to the interviewer (Soderlund, 2008).

The researcher has used semi structured technique to conduct the interview because there are many advantages of using semi structured interviews. The information gathered through semi structured interview always provides exact data as per the aims and objectives of the research. The researcher can obtain the information free of discrimination while using semi structured interview. The researcher selects the interviewee as per his own choice so there is always no chance of inappropriate person that can deliver inappropriate information. The researcher has the chance to convey the aims and objective to the respondents regarding each question and in response appropriate and according to the situation and according to the specific problem he or she can gather information.

Q: How would you explain your leadership qualities?

Q: What are your role and responsibilities?

Q: What are the ethics and values of a leader?

Data Analysis and Presentation

During primary data gathering the researcher has designed these following questions and recorded all the answers carefully to avoid from duplication.

Male=    25

Female= 25

Question No.1:            Are you happy with the manager’s attitude?

Answer:

Yes:

No:

RespondentsYesNoTotal
Male20525
Female22325
Total42850

The researcher has designed this question to know about the attitude of manager in the organization because attitude has affected on the productive attitude of employees. There were total 50 respondents and majority replied that yes the attitude of manager is good with them the main purpose of this question was that at work place the attitude of immediate boss has an effect on the productive attitude of employees. The above chart shows that 42 respondents among 50 are satisfied with the manager’s attitude and only a minimum number of respondents are not happy with the manager’s attitude.

Majority of the respondents replied that yes at the hotel they are happy with the manager’s attitude. 84% replied that they are happy with the manager, where as only 16% are not happy with the manager, they may be due to unseen event and may be due to their more expectations from manager they are not happy with the manager’s attitude. According to survey 84% of total are happy with good behaviour and attitude of manager because of his ethics and paying respect. But the rest of 16% and not happy because the behaviour of manage change at work pressure.

Question No.2:            Are you happy with the work environment in the hotel?

Answer:

                                    Yes:

No:

RespondentsYesNoTotal
Male23225
Female24125
Total47350

Here in this question the researcher has tried to asks and want to confirm the work environment because there is a link between the work environment and the productive attitude, 45 respondents has replied that they are satisfied and happy with the work environment at the hotel and only 5 people are not happy may be due to stress, unwillingness or any other problem. The respondents are mix males and female because in this hotel males and female are working together. The researcher has found that majority is happy with the work environment that include safety measurements, managerial orally support and policies and working system and working as a team member.

Almost people are happy because the environments and usually depends on staff behaviour and in that hotel the staff is especially trained for that purpose and are accompanied with all comfortable essential. The rest of some people are not fully happy due to the demanding improvement of some policies.

Question No.3:            Which kind of environment would you like at work place?

Answer:

                                    Friendly/ Trusty:

Strict:

RespondentsFriendlyStrictTotal
Male25 25
Female25 25
Total50050

The researcher has designed this question in order to know about the work environment in the hotel and the preference of work environment either it is friendly or strict. In the friendly environment employees are actually feel free and more confidence in them and they work with more heartedly to achieve organizational objectives and they will offer better quality of services to the clients. Friendly environment is such an environment that each employee support other as per his or her experience and morally and physically, brain storming is also essential, in friendly environment leaders /manager’s have trust in their employees to accomplish task and they dedicated authorities to the employees and in rewards the employee feels happy and they feel proud and they remain happy while work and dedicate their selves more heartedly and productivity increases and in hotel industry the employees offer better quality of services to their clients. 100% respondents respond that they like friendly environment because in friendly environment they can perform more quality of work rather than they remain in stress whole day.

This demanding point is fully voted in friendly work place because the only in friendly condition we can share our problems and ideas in hierarchy of upper and down. The employees need trusty/ friendly environment at work place. The productivity increases due to friendly environment because in stress situation it is not possible, employees will remain happy and they will put their energies to achieve organizational objectives by devoting himself/ herself with whole heartedly.

Question No.4:            Have you ever shared your knowledge and experience with your     colleagues at work place?

Answer:

                                    Yes:

                                    No:

Serial No.YesNoTotal
Male18725
Female151025
Total331750

The researcher has designed this question because there is a deep link between the morally, ethically and physically support to the colleagues because when employee is working as a team member then it is essential for every team member to participate equally and support each other to achieve win situation, being team worker the goals and objectives remain same. 33 respondents out of 50 respond that they support their colleagues but 27 among 50 they do not support their colleagues at the work place. This is very dangerous situation because in a team it is important to support each other and this may be due to the policy or due to the manager’s instructions. The manager must think and high level management must think and change their policy and make it sure that all employees must work as team member rather than in a group. 27 out of 50 is significant figure which is not negligible. 

Many of us do the sharing of experience, Knowledge and ideas with senior and colleagues for the improvements. The rest is wishing to do so but due to personal behaviour and attitude of employs they are unable to do so. In some situations colleagues can play their role in creating clients satisfaction. Similarly as in hotel industry service quality is most important as compared to other factors, client’s complaints handling and satisfying them as per their needs and wants. Client’s satisfaction is possible when there is no difference between client’s expectations and perceived quality of products and services.

Question No.5:            Are you happy with the company policies regarding respect, honour, salary in time, workplace safety, holidays?

Answer:

Yes:

No:

RespondentsMaleFemale
Salary2224
Respect2025
Work Place Safety2322
Holidays2525
Promotion2324
Trainings2423
Feed back2521
Morally Support2222
Other1213

The researcher has designed this kind of question because the researcher wants to know about the factors that can influence on the productive attitude of employees. Leadership style can increase or decrease the employee’s attitude. And manager’s style of doing work is depends on the company policy and the above triggers are those triggers that can play their role in the productive attitude to offer better quality of services and clients handling and all those employees like account/ finance department, chefs, kitchen department, delivery department, laundry department, store, cleaning department, booking, customer services all are integrated with each other and they are performing their jobs like a system, the mistake of a single person or department can become a hindrance in the way of delivering best quality of services to the clients and loose one client. There are many factors that can play their effective role in increasing the productive attitude among the employees, majority of the employees can be motivated through handsome salary on time, extra time payments, respect at work place they feel proud to be a team member, work safety, properly safety measures like proper fire exits, safety cautions, proper training regarding how to operate machines, equipments, tools, paid holidays, sick leave, maternity leaves, proper promotion in time promotion, seniority system, regular pay, career growth, personal growth, proper performance based feedback and necessary trainings to improve skills in order to achieve organizational objectives by offering better quality of services. All the responses are shown in charts and in table form which is easy to understand.

Almost are happy but other complain that they should receive in cash and demand some advance salary. This is not possible according to company policies. 92% are happy with the company policies those are implemented in the organization. But 8% respondents are not happy with company policies due to some reasons like holidays, work place safety, pay, over time and trust etc. 

Similarly respect at work place is much important, because this factor play its vital role in creating loyalty among employees for more productive attitude towards achieving organizational objectives. Majority of the respondents 84% responded that respect is an important factor in creating loyalty at work place among employees. 16% are not agree, may be they consider other factors important as compared to respect. They may prefer other factors.

Here 90 % majority significant volume showing that safety measures are very important and majority believes in the safety measure that can play its role in creating loyalty and loyalty can play its role in creating productive attitude and hence the clients work to create loyalty among clients to satisfy them and ultimately achieving organizational objectives.

Every employee has the right for career growth. Career growth depends on the performance of an employee. Every organization has its own policy for employee’s performance measurements and promotional criteria. With the promotion employees get more benefits like power, authority, increments in salary and other benefits as per the policy and nature of business. 94% responded that career growth also play an important role in creating employee’s loyalty.

As promotion is depends on the performance, if the performance is poor then it is organizational responsibility to check the week areas, and necessary skills and qualifications to improve employee’s skills and competencies to achieve organizational objectives. 94% respondents replied that trainings and courses can play their role in creating loyalty among employees. Providing trainings to the appropriate employees is also manager’s responsibility.

Feedback providing is also responsibility of manager’s to provide to the employee when they need it. And to create trust, friendly, pay in time etc are also responsibilities and characteristics of good managers and good leadership style included leadership, controllers and organizer qualities in managers. Managers are depending on the organizational policies, but with the passage of time, improvements in processes, change in technology affect the policies and clients needs and wants also have affect on the policies and procedures of organizations. When there are expectations of clients and they spend money to satisfy themselves their wants and needs. Similarly employees offer their services to employers. Employers pay them salaries and incentives and other benefits on the behalf of employee’s performance. Different companies have different policies implemented in their organizations.

Question No.6:            Do you feel that there should be some changes are necessary at work place that can bring change in the productive attitude of employees?

Answer:

                                    Yes:

No:

RespondentsYesNoTotal
Male20525
Female22325
Total42850

The researcher has designed this question to know about the improvements/ changes that are required to increase productive attitude among the employees, the majority responds that yes there is need of change to increase the attitude of employees towards the productivity. Only 8 people among 50 are not agree with this statement and may be they are happy with all the circumstances and may be they do not have such a knowledge that some changes can improve the productive attitude.

Question number 5 and question number 6 are related with each others. All those factors that can affect the productive attitude of employees, all those factors are discussed in the chapter number five. 84% respondents believe in that salary well in time, over time, work place safety, respect etc. Only 16% are not agree they think that actually instead of leadership style there should be no link between other employees with each other and they are more conservative people, they just come to their jobs and they ate not interested in their career growth. But they are only interested in manager’s attitude and in organizational policies. This question was designed by the researcher in order to know that the organizational policies can change the productive attitude of employees or not. But after gathering primary data the researcher come to know that yes the policies of organization can play in motivating employees to achieve organizational objectives which are ultimately to earn more profit and as in secondary data it is clear that if the services are high, and the quality of the services are better and are according to the expectations of the employee then it is easy to generate more revenue, because when there is no difference in the expectations and the perceived quality of services then it is easy to achieve organizational objectives. The majority of the respondents replied that yes leadership style that define that how to motivate people and how to enforce employees to do job in the organization to achieve organizational objective have deeply link with productive attitudes.

Question No.7:            Select one or more than one from below that in which area the change is necessary?

Answer:

Behaviour:

Pay:

Communication:

Work condition:

Fringe benefits:

Supervision:

Promotion:

Decision making Employee’s involvement:

Support (Morally, Physically):

Knowledge Sharing:

AreaMaleFemaleTotalPercentage (%)
Behaviour25714
Pay33612
Communication42612
Work Condition3148
Trainings23510
Fringe benefits1236
Supervision23510
Decision Making Involvement32510
Morally Support43714
Physically Support32510
Experience sharing23510

The researcher has designed this question to now that in which area change is necessary in order to enhance the productive attitude among employees. The researcher has asked to respondents because all those areas are in the best interest of employees. All employees have their own needs and want, and they also want to fulfil their requirements. They prefer their own needs and when their needs are overcome then they will devote their selves with whole heartedly towards achieving organizational objectives. All these areas are necessary and important to consider because these are important and can play role in creating loyalty and productive attitude among employees.

Question No. 8:           Are you agreed with the company’s objective to achieve them?

Answer:

                                    Yes:

                                    No:

RespondentsYesNoTotal
Male25025
Female25025
Total50050

Actually the researcher wants to know about the clarity that the employees may know about the objective for which the company is striving for. When all the employees are well known about the organizational objectives and are agreed to achieve them. If they are agreed to achieve them then they can perform in well manners. Because they also know all the operational activities and ideas that which resources are required to accomplish the task and it is the manager’s responsibility to let them know the employees about the objectives of organization and in regular meetings he or she must make it sure that the proper resources are allocated at right time and make it sure that all employees have required skills and competencies and knowledge to get output.

Question No. 9:           Do you have proper skills and resources allocated by the manager to accomplish daily task?

Answer:

                                    Yes:

                                    No:

Serial No.YesNoTotal
Male19625
Female21425
Total401050

The researcher actually want to know about the manager’s attitude that how much the manager is responsible regarding his/ her own responsibilities, 40 out of 50 respondents replied that yes the manager allocated them required resources at right time. Proper resource allocation to the right person at right time always leads employees towards more productivity. 80% majority respond that resources are allocated well in time where as 20% respond that resources were not allocated at proper time. So this shows that there is lacking in leadership style. When the manager is not allocating proper resources to all employees then it is not possible to achieve organizational objectives well in time effectively.

Question No. 11:         Does the company check your performance and give you feedback regarding your performance (appraisal or notice regarding lacking skills or capabilities)?

Answer:

                                    Yes:

                                    No:

RespondentsYesNoTotal
Male121325
Female091625
Total212950

The researcher has asked this question to know that the performance of employees is being regularly checked and necessary training to improve employees are also being organized by the company or not. So after gathering data from employees in fact the researcher com to know that majority responds that there is no properly check up regarding performance checkups and there is no so good appraisal and recognitions for the hardworking employees at this hotel. 

Question No. 12:         Is there any link between manager’s behaviour and productive attitude?

Answer?

                                    Yes:

                                    No:

RespondentsYesNoTotal
Male25025
Female25025
Total50050

The researcher has asked about the link between the managerial roles in productive attitude in achieving organizational objectives through creating productive attitude among employees. The entire employee’s are agreed and they believe in managerial role that managers through their attitude and policies they can create productive attitude among employees.

Question No. 13:         Do you believe that there is a link between work place environment and employee’s loyalty?

Answer?

                                    Yes:

                                    No:

RespondentsYesNoTotal
Male25025
Female25025
Total50050

The researcher has designed this question to know the relationship between employee’s loyalty and the workplace environment. 100% despondent replied that there is a strong relationship between loyalty and work place. This relationship exists because of employee’s self satisfaction. Work place environment includes safety, behaviour, attitude, co workers attitude, organizational policies for the welfare of employees.

Question No. 14:         Do you believe that there is a link between manager’s/ Supervisor attitudes and behaviour on your productive attitude?

Answer?

                                    Yes:

                                    No:

RespondentsYesNoTotal
Male24125
Female23225
Total47350

The researcher has designed this question to know about the link between productive attitude of employees and the behaviour and attitude of immediate boss or manager or supervisor. The majority of the respondents replied that yes there the link exist between productive attitude and the behaviour. This is because of the self satisfaction and respect of employees at job. Only three respondents have replied that there is no such an affect of immediate boss attitude and behaviour on the employee’s productive attitude. 

Question No. 15:         Do you believe that managers can play their role in enhancing employee’s productive attitude?

Answer?

                                    Yes:

                                    No:

RespondentsYesNoTotal
Male25025
Female25025
Total50050

The researcher has found out that managers can play their role in creating and enhancing productive attitude among the employees through designing and effective policies and implementing policies in the organization. Managers being a leader, controller and organizer can play its effective role in creating and enhancing productive attitude among employees. All the respondents replied that managers can play their effective role in creating productive attitude.

Question No. 16:         Which factors can play their role in increasing employee’s loyalty?

                                    Select one or more from the given below list.

Answer?

                                    Pay in time

                                    Trust on Employees

                                    Proper feedback

                                    Training and courses

                                    Fulfilling promises and priority to the feedback

                                    Equal Treatment with all employees (No Discrimination basis on age, race, sex, colour, education, region etc)

                                    Trustworthy Environment

                                    Look after of employees

                                    Proper training regarding how to use new technology, proper courses coaching

                                    Leading then and controlling the employees and again necessary training

FactorsMaleFemaleTotal
Pay252247
Trust252449
Feedback252247
Trainings222345
Promises242549
Equality242549
Leading and guiding222345
Other benefits222547
    

The researcher tried his best to know that which factors can play best role in creating employee’s loyalty. After gathering data regarding this question the researcher come to know that trust, pay, promises, and other benefits can play their role and these factors must be considered by the managers while designing policy and while implementing business strategies at work place with priority. Employees have their own benefits and they have to overcome their own liabilities they need money to do shopping, and overcome other necessities of life. So in time pay, bonuses, incentives, overtime, promotions, values, trust environment are of priority issues that can play important and effective role in creating and enhancing loyalty among employees.

Question: How would you want to explain your leadership qualities?

Answer:

I have following leadership qualities

Integrity, dedication, humility, openness, magnanimity, creativity, fairness, assertiveness and I have sense of humour.

Question: What are the ethics and values of a leader?

Answer:

Values and ethics are likely to be the theoretical and confusing. You should visualize that what is going around you. As there is no pet definition of ethics but the manager as a leader is always responsible for implementation of social responsibilities in the organization and play its role for the welfare of employees for achieving organizational objectives, the manager must consider the skills and competencies of employees and educate the employees by trainings and courses arrangements. The manager must have eye on the future prospects like what is expected in the future like resource requirements, budget requirement, sales and business strategies to be implemented in the future to achieve organizational objectives. The managers must have very good attitude with the employees and should organize trust worthy environment on the work place the manager should pass on authorities to the employees to develop trust and friendly environment. The manager must be realistic and play managerial role as empathic rather than sympathise. The manager must view the performance of each employee and give feedback to the employee and according to the performance the manager must arrange training session to improve employee’s skills and competencies to achieve organizational objectives. It is the manager that agrees all the employees on organizational objectives.   

Question: What are your role and responsibilities?

Answer:

Concentrate efforts

Focus on the productive work

Motivate employees towards work

Coordination with employees and higher management to align the work

Support the employees and properly allocation of resources to the employees on right time to achieve organizational objectives and help out them in difficult situations.

Creating trusty and friendship environment

Arrangements of trainings sessions to improve their skills and knowledge for positive out comes

Chapter: 5

Conclusion and recommendations

In this chapter the researcher has described the limitations, conclusion, recommendations and future study in detail.

5.1       Conclusion and limitations

The researcher being the student has two limitations time and budget, to avoid the impact of these two limitations the researcher has selected case study tool for conducting this research. And make it sure that the data is valid and reliable. The researcher has conducted this research to fulfil the academic requirement of MBA degree. The researcher being student has bear all the expenditures from his own pocket. The researcher came to know that effective leadership style has direct relationship on the performance of employees and ultimately there is a link between the sales and growth of organization. These days many leadership style theories are in the practice in different organizations that are designed by the higher management according to the business nature and according to the objectives of organization. The researcher has concluded that there is a great relationship among the leadership style and the organizational growth. Every organization has its own specific goals and objectives. The human resource “employees” are now days are the main assets for an organization. The leadership style describes the full code of conduct that shows the behaviour of managers that they act, control, lead and organize all the resources to achieve organizational objectives. To achieve organizational objectives in the hotel industry the main focus of organization is offering the best quality of services to its clients. Because the organizational growth depends on the volume of sales and volume of sales depends on the frequency of sales and it is only due to when the clients are happy by using the products and services. When the clients perceived better quality of services they will become happy and this happiness creates the loyalty among the clients. The client’s loyalty always motivated clients to repurchase the services and also become reference groups for other clients. The loyalty depends on the quality of services and this quality of services depends on the employees. When the employees are loyal with the organization and they are well skilled especially in communication and dealing with clients then they can play their vital role in creating customer’s loyalty. Leadership style consist of rules and regulation implemented by the organizations to do business to organize, control, allocate the resources to the right people at right time to obtain organizational objectives. The behaviour of manager and the attitude and the environment created by the managers have a significant effect on the productive attitude of employees. The work place environment plays an important role in creating productive attitude among employees. So there is a link between the leadership style and organizational sale and growth by retaining old clients, capturing new clients from the market (more market share) and by handling their complaints and offering them appropriate better quality of services to bring satisfaction among clients.

The researcher has found that the employees are very happy with the manager’s behaviour and his attitude. The majority of the employees are happy with manager’s attitude only small numbers of employees are not happy with the manager’s attitude. Majority of the employees are satisfied by the work place environment like safety measures and there is no need to change the health and safety measures. Majority of the employees are well trained and skilled in dealing the clients and handling difficult situation because the supervisors helped out them. But the employees did not have sufficient authorities to solve the client’s problem at spot, and they need authority from the managers. The clients are not happy with the strict environment. So the managers can create more productive attitude by creating friendly and trusty environment at the work place. And organizational objectives can be achieved in efficient way if the employee’s have friendly environment. Trusty and friendly environment is suitable when all the workers are working like team members they should help out each other and managers must delegate authorities to the employees and managers must invite the employees to take participate in problem solving situation. There are so many benefits of friendly environment, the main benefit is that it will motivate all the employees to work hard (productivity level) in achieving organizational objectives. A significant number of respondents replied that there is no physically or morally support by their colleagues to support each other on work place. This shows that there are many gaps and the leadership style is not effective because there are so many problems that the employees are facing at the work place. The researcher has came to know that there are so many factors that organization must consider and review them periodically to make it sure that employees are happy with the policies of organization. These factors are playing an important role in creating productive attitude among the employees and this productive attitude leads them in achieving organizational objectives efficiently. When the employees are happy with the policies/ managerial behaviour then the employees will do more for the organization to achieve organizational objective by handling clients and offering better services to the clients. About 8-14% of the employees are not happy the policies regarding pay, respect, holidays, work safety, paid leaves, sick leaves, promotion, training chances, personal development, decision making involvement and morally support by the managers. As the primary research proved that these above discussed factors are playing important role in creating productive attitude among employees so the administration must take notice of these factors and they must change those policies and change leadership style in practice in order to maximize the productive attitude of employees. One thing is important that the employee’s performance is not regularly being checked by the managers and there is such a good system to gauge the performance. This factor can demoralize the hard workers and it may have bad affects on the business. All the employees are agreed to achieve organizational objectives. The objectives are very clear to all employees and all the employees know their responsibilities and tasks and they are trying their best to achieve daily task. Majority of the employees are agreed that managerial role is very important in the productive attitude at work place and can also play its role in enhancing the performance of employees. Majority and significant majority believed that there is a deep link between the productive attitude of employees and the manager’s behaviour. At the work place majority of the employees are happy but few of them are not happy with manager’s attitude. After conducting the interview with the manager, the researcher has came to know that manager is responsible for resource allocation, for forecasting of sales and forecasting of market share and growth. Manager play multi role in the organization like organizing the employees and other resources. The manager is responsible for the performance measurement manager is responsible for developing strategies. Managers play their role in controlling staff members and leading them. Managers are responsible for the proper and appropriate resource allocation at right time to the right person to achieve organizational objectives.

5.2       Recommendations

Managers must see that why the employees are not happy because each employee plays its role in obtaining organizational objectives.

 The organization must develop such policies that managers can delegate authorities to their employees to handle critical situations to create loyalty among clients.

The working environment must be friendly all the employees must share their knowledge and experience and help each other.

The organization must change their policies regarding colleague support it should be essential that colleagues must share their knowledge and support other colleagues in achieving their daily tasks. And such employees must be appreciated by the managers so that other colleagues can be encouraged by these kinds of activities.

 The organization must review the policies of salary, health and safety issues, all the other benefits of the employees and even then wage rates and paid leaves as well. These factors are very important in creating productive attitude.

The organization must review its policies related with employees and all those factors that are directly related with the employee’s benefits to change those policies because a significant figure showed that the change is essential at work place.

 The organization must check all those factors that are directly related with the promotion, career growth and personal development of an employee. The organization must change the policy for positive outcomes. The managers must play their role as empathy not sympathy. Because being sympathy the managers can only identify the problem but while being empathy behaviour the managers can provide solution as well.

5.3       Further Study

The researcher has found that there are many areas like employee’s communication skills, customer’s loyalty, complaints handling and identification of customer’s needs and wants are those areas that in future any person can take one of them into consideration then he or she will find out its impact on the revenue and growth of organization. In the future research can be conducted in customer relationship management and its effects on the sales and growth of organization can be conducted.

Chapter: 6

References and bibliography

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  • Websites

http://www.hotelscombined.co.uk/Hotel/Botanic_Hotel_Glasgow.htm

http://www.laterooms.com/en/p1301/pv1943r/k16289408_glasgow-hotels.

http://www.botanichotel.co.uk/botanic/

http://www.laterooms.com/en/hotel-reservations/250989_botanic-hotel-glasgow.aspx

http://www.gnws.co.uk/html/botanic.htm

http://www.sunshine.co.uk/hotels/Botanic_Hotel-12367.html

http://www.botanichotel.co.uk/botanic/tariff.html

http://www.botanichotel.co.uk/botanic/contact-us.html

http://www.travelstay.com/pages/BotanicHotel.htm

http://www.easytobook.com/en/united-kingdom/glasgow/glasgow/botanic-hotel/

http://www.booking.com/hotel/gb/botanic-glasgow.en.html?aid=311076;label=slbp_botanic-glasgow

http://www.booking.com/hotel/gb/botanic-glasgow.en.html?aid=311076;label=slca_botanic-glasgow

http://www.booking.com/hotel/gb/botanic-glasgow.en.html?aid=311076;label=slhp_botanic-glasgow

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Appendices

Questionnaire Designed

 

Muhammad Asif Student ID ST 20016691

(Cardiff Metropolitan University)

United Kingdom

Note: Tick the appropriate answer

Total Staff Members Selected for Survey at Botanic Hotel Glass (Case Study) = 50

Male=    25

Female= 25

Question No.1:            Are you happy with the manager’s attitude?

Answer:

Yes:

No:

Question No.2:            Are you happy with the work environment in the hotel?

Answer:

                                    Yes:

No:

Question No.3:            Which kind of environment would you like at work place?

Answer:

                                    Friendly/ Trusty:

Strict:

Question No.4:            Have you ever shared your knowledge and experience with your colleagues at work place?

Answer:

                                    Yes:

                                    No:

Question No.5:            Are you happy with the company policies regarding respect, honour, salary in time, workplace safety, holidays?

Answer:

Yes:

No:

Question No.6:            Do you feel that there should be some changes are necessary at work place that can bring change in the productive attitude of employees?

Answer:

                                    Yes:

No:

Question No. 8:           Do you believe that

Question No.7:            Select one or more than one from below that in which area the change is necessary?

Answer:

Behaviour:

Pay:

Communication:

Work condition:

Fringe benefits:

Supervision:

Promotion:

Decision making Employee’s involvement:

Support (Morally, Physically):

Knowledge Sharing:

Question No.8:            Are you agreed with the company’s objective to achieve them?

Answer:

                                    Yes:

                                    No:

Question No.9:            Do you have proper skills and resources allocated by the manager to accomplish daily task?

Answer:

                                    Yes:

                                    No:

Question No.10:          Does the company check your performance and give you feedback regarding your performance (appraisal or notice regarding lacking skills or capabilities)?

Answer:

                                    Yes:

                                    No:

Question No. 11:         Is there any link between manager’s behaviour and productive attitude?

Answer?

                                    Yes:

                                    No:

Question No. 12:         Do you believe that there is a link between work place environment and employee’s loyalty?

Answer?

                                    Yes:

                                    No:

Question No. 13:         Do you believe that there is a link between manager’s/ Supervisor attitudes and behaviour on your productive attitude?

Answer?

                                    Yes:

                                    No:

Question No. 14:         Do you believe that managers can play their role in enhancing employee’s productive attitude?

Answer?

                                    Yes:

                                    No:

Question No. 15:         Which factors can play their role in increasing employee’s loyalty?

                                    Select one or more from the given below list.

Answer?

                                    Pay in time

                                    Trust on Employees

                                    Proper feedback

                                    Training and courses

                                    Fulfilling promises and priority to the feedback

                                    Equal Treatment with all employees (No Discrimination basis on age, race, sex, colour, education, region etc)

                                    Trustworthy Environment

                                    Look after of employees

                                    Proper training regarding how to use new technology, proper courses coaching

                                    Leading then and controlling the employees and again necessary training

Published by MALI

Writer is post-graduated in Computer science, Business Administration, Marketing and Innovation. He has 10 years of business academic research writing experience.

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