Motivation : Hur motiverar en butikschef inom detaljhandeln sina anställda i syfte att förbättra kundservicen samt öka försäljningen

• Main Author: Delsol, Sara
• Format: Others
• Language: Swedish
• Published: Södertörns högskola, Institutionen för samhällsvetenskaper 2013
• Subjects: Motivation; feedback; ansvar; närvaro; utveckling; gemenskap och tillit.
• Online Access: http://urn.kb.se/resolve?urn=urn:nbn:se:sh:diva-21730

Intense competition and pressure from various market participants is prevalent in today’s modern and technologically developed society. It is important to keep a high standard of service and customer care to be able to keep your position on the market. The focus of the paper is to study how a store manager can influence their employees to perform better on the job, in terms of service to customers and increased sales. The aim is to analyze the different tools store managers use to motivate their employees with the goal of improving service to the customer and to increase sales. The method used for achieving this has been a qualitative research approach with open interviews and semi-structured questions, an approach that increases an understanding of the issue. The interviews were conducted with both employees and store managers at the department store, Nordiska Kompaniet. With previous studies and research as secondary material, and the empirical data of the study as primary material, the results show that motivation is primarily important for certain areas. To better describe these results, a model has been designed; FANUGT. The model describes the key concepts of motivation; feedback, accountability, attendance, development, community and trust. Managing the staff in a store with these concepts in mind will increase employee motivation and performance positively.