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Universiti teknologi mara

OMT 360: ORGANIZATIONAL BEHAVIOR ASSIGNMENT GROUP

HAPPY EMPLOYEES CREATE HAPPY CUSTOMERS

Submission Date:

13 APRIL 2013

TABLE OF CONTENT

Number 1 2 3 Introduction

Title

Page Number 3 4-6 7

Happy Employees Create Happy Customers Conclusion

References

INTRODUCTION
Our case study was based on the question Happy employees create happy customers. Explain why this statement might be true and identify condition in which it might be true. This statement, in our opinion is true and the level of employees

happiness is basically depends on how or what kind of environment that the employees are dealing with. And depends on how happy the employee is, will lead to how happy the customers that been served by them. There are one main factor that really important on measuring employees performance. The factor is the emotions of the employees. And how emotions will be shown is through employees attitude and behavior. Emotions are psychologically, physiologically and behaviorally act because of the experience that they have towards people, objects or any kinds of event that will influencing their daily emotions. Emotions also could effects their attitudes towards customers whether it is a positive emotions or negative emotions.

In this case study, we will explain to you how emotions could influence our daily attitudes and behavior whether it is towards the customers or peoples in our office surroundings. We will show you how happy employees can create happy customers and will be conclude a profit gain for our company.

EMOTIONS IN THE WORKPLACE


Emotions are physiological, behavioral, and psychological episodes experienced toward an object, person, or event that create a state of readiness. Emotions affect mostly everything that we do in the workplace. Our attitude and behavior mostly will be felt by the customers that we served or deal with. Examples of emotions that weve been experienced like anger, sadness, happiness, fear, nervous and others towards some specific hard task, or angry customers or etc.

EMOTIONS COULD INFLUENCE OUR ATTITUDES AND LEAD TO BEHAVIOR


Attitudes represent the terms of beliefs, feelings, and behavioral intentions toward a person, an object, or an event. Emotions will influence our attitude through our beliefs and feelings, next will affect on our behavioral intentions and it will be appear on our behavior at work. Emotions and attitudes usually lead to behavior at the workplace.

WHAT IS COGNITIVE DISSONANCE AND WHAT IS BEHAVIOR


Cognitive Dissonance is the situation when our beliefs, feelings and behavior are not in the same level or we would call it confusion or unequal. In dissonance condition, we will experience anger, guilt, frustration and all negative thoughts and also will be shown in our behavior.

Behavior is usually the most difficult thing to change, when it is known to everyone, was done spontaneously, and cant be undone. Therefore, we usually change our beliefs and feelings to reduce the inconsistency.

JOB SATISFACTION AND PERFORMANCE

There is a moderate relationship between job satisfaction and job performance. In other words, happy workers really are more productive workers to some extent. Even with a moderate association between job satisfaction and performance, there are a few underlying reasons why the relationship isnt even stronger. One argument is that general attitudes (such as job satisfaction) dont predict specific behaviors very well. Of course there is also a job dissatisfaction that have been felt by the employees. Way to response to job dissatisfaction that usually been used by employees which is called EVLN model. E = Exit, look for another job. V = Voice, continue to work productively while they complain. L = Loyalty, patiently wait for the problem to be fixed. N = Neglect, lower job performance.

JOB SATISFACTION AND CUSTOMER SATISFACTION


Job satisfaction has a positive effect on customer service. There are two main reasons for this relationship. First, employees are usually in a more positive mood when they feel satisfied with their job and working conditions. Employees in a good mood display friendliness and positive emotions more naturally and frequently, which create positive emotions for customers. Second, satisfied employees are less likely to quit their jobs, so they have better knowledge and skills to serve clients.

CONDITIONS IN - HOW HAPPY EMPLOYEES CREATE HAPPY CUSTOMERS


Our behavior and attitude will be based on our emotions in the workplace. Most of the employees who have experienced a good environment at workplace usually results positive emotions and also produce a better work performance than the employees who have a not-so-good environment at their workplace which results mostly negative emotions and have lower level of performance which is not good for the company.

For example, if an employee is happy with their workplace, they will also serves or deal with customers with good behavior and attitude. This will make the customers happiness level increased and usually make an increase in companys profit. If we serve the customers with bad or negative attitude, there will be no happy customers plus no increase in companys income. Theres a quote says that Customers Always Right. So if we facing with a bad working environment, there will be a positive result that we will experience negative emotions which will affect our attitude and behavior towards customers. Try to create a fun surrounding at the workplace, everything will be positive and it will lead us to a better environment and makes us happy.

CONCLUSION
In conclusion, positive workplace environment will lead to happy employees, and happy employees will create happy customers, hence will produce more profit for the company. This is an important method and it have to be applied to every employees in the company because it will shows how good are we in dealing with customers everyday with smile on our face and how good are we in order tryin g to fulfill customers need.

All organizations should have a decent workplace environment so employees will be in comfort and best condition and will always have the excitement to do work and dealing with customers. Therefore, happy employees will create happy customers.

REFERENCES
McShane. (2010). Workplace Emotions, Attitudes, and Stress In McGraw Hill. Retrieved April 11,2013, from http://highered.mcgrawhill.com/sites/dl/free/0070979898/667697/McShane7th_04.pdf.

Wikipedia. (April 06, 2013). Cognitive dissonance. In Wikipedia, the free encyclopedia. Retrieved April 11,2013, from http://en.wikipedia.org/wiki/Cognitive_dissonance.

Dusenbery, David B. (2009). Living at Micro Scale, p. 124. Harvard University Press, Cambridge, Mass. ISBN 978-0-674-03116-6.