Leveraging Employee Engagement and Employee Performance towards Excellent Service Quality (An action research on TMD Hairdressing and Beauty Salon Services in Yangon, Myanmar)
This research paper analyzed the impact of employee engagement and employee performance on the service quality of TMD Hairdressing and Beauty Salon Services in Yangon, Myanmar. This study used organization development interventions (ODIs) to improve employee engagement, employee performance and service quality. The objectives were: to assess and analyze the current situation of the organization; to design and implement the deliberate organization development interventions (ODIs); to measure the initial impact of ODIs; to determine the difference between the values of pre and post ODI; to draw up a three year Road Map for the organization to sustain the change. The level of employee engagement, employee performance and service quality were relatively low at the pre ODI stage. Based on the pre-ODI results, the researcher conducted purposeful organization development interventions on employee engagement and employee performance to improve service quality. The post ODI results showed significant improvement on employee engagement, employee performance and service quality. According to the results of paired sample t-test, there were significant differences between pre and post ODI outcomes related to Employee Engagement, Employee Performance and Service Quality. Based on the regression results, employee engagement and employee performance had significant impacts on the level of service quality. The organization development interventions (ODIs) positively affected the level of employee engagement, employee performance and service quality. Based on the data from the study, the researcher drew up a three year Road Map in terms of three levels: Manager Level, Employee Level and Organization Level. Further organization development interventions to improve employee engagement, employee performance and service quality were recommended to meet the vision of the company.
Key words: leveraging, employee engagement, employee performance, service quality, beauty salon, organization development intervention
Agnes, M (2001). Webster’s new world college dictionary, IDG Books Worldwide Inc.,
Anderson, E.W., & Fornell, C. (2000). Foundations of the American customer satisfaction
Index. Total quality management, Vol. 11 (7), 869-882.
Bowen,D.E and Lawler,E.E (1992). The empowerment of service workers: what, why, how
and when, Sloan management review, spring
Buchanan, D. and Huzynnski, A. (1997). Organization behavior: An introductory text,
Prentice hall, London
Corsini, R. J. (1999). The dictionary of psychology. Braun-Brumfield: Ann Arbor
Cumming and Worly (1997). Organization development & change, ITP, USA
Cummings, L. L., Anton, R. J. (1990). The logical and appreciative dimensions of
accountability. In Srivastva, S., Cooperrider, D. (Eds.), Appreciative management
and leadership: The power of positive thought and action in organizations .
San Francisco, CA: Jossey-Bass Inc.
Cummings, T.G. and Worley C.G. (2009). Organization development & change. South-
Deborah McCabe, Mark S. Rosenbaum,(2007). Perceived service quality and motivations:
A dynamic relationship, Services marketing quarterly, Vol. 29 (1), 1-21.
DiClement, C. C. (1994). If behaviors change, can personality be far behind? In:
Heatherton, T. F. & Weinberger, J. Can personality change?
American psychology association: Washington D.C.
Brown, D. (2011). An experiential approach to organization Development,
Prentice Hall, New Jersey, USA.
French & Bell. (1990). Organization development: behavioral science interventions for
Organization improvement, Englewood cliffs.
Geletkanycz, M. A., & Black, S. S. (2001). Bound by the past experience-based effects on
commitment to the strategic status quo. Journal of Management, Vol 27, pp. 3-21
Hunter, J. P., & Csikszentmihalyi, M. (2003). The positive Psychology of Interested
Adolescents. Journal of youth and adolescence Vol.32 (1)
Iglesias, M.P., & Yagu¨e Guille´n, M.J. (2004). Perceived quality and price: their impact
on the satisfaction of restaurant customers: International journal of contemporary hospitality management.
Judge, T. A. & Bono, J. E. (2001). Relationship of core self-evaluation traits-self-
esteem, generalized self-efficacy, locus of control, and emotional stability-with job performance: a meta-analysis. Journal of applied psychology
Keegan, O., Mc Darby, V, Tansey, A., Mc Gee, H. (2003). Community involvement in
Klinger, E. (1993). Loss of Interest. In Costello, C, Symptoms of depression. Wiley:
Kubr, M. (1996). A guide to the profession. Geneva: International Labor Office.
Ladhari, R., & Morales, M. (2008). Perceived service quality, perceived value and
Recommendation: Laval University, Canada
Leadership: The power of power of positive thought and action in organization, San
Maurice Waite, Lucy Holling worth and Duncan Marshall. Oxford paperback
thesaurus, 3th edition. Great Britain
Nyeck, S., Morales, M., Ladhari, R., & Pons, F. (2002). 10 years of service quality
measurement: reviewing the use of the SERVQUAL instrument: EBSCOhost
Reichheld, F. F. (2000). Loyalty-based management. Harvard business review,
Robbins, S.P. (1998). Organizational behavior. Prentice-Hall: New Jersey.
Rucci, A. J., Kirn, S. P., & Quinn, R. T. (1998). The employee-customer-profit chain at
Sears. Harvard Business Review, January-February.
Sandi, S. (2010). An exploration of the role of a strategic internal communication
system in the merging
Seligman, M. E. P. (1975). Helplessness: On depression, development and death,
freedman: San Francisco, CA
Ueltschy, L., Laroche, M., Eggert, A., & Bindl, U. (2007). Service quality and
satisfaction: an international comparison of professional Services perceptions: Journal of services marketing,
War Je, Davies-A, Stewart A, (1978). The measurement and meaning of patient
satisfaction with medical care, Health and medical care service review.
Weinberger, J. L. (1994). Can personality change? In: Heatherton, T. F. & Weinberger, J.
Can personality change? American psychology association: Washington D.C.