Motivation and reward systems in service provision: exploring motivators for people providing engineering services

Melanie Kreye, Troels Nandrup-Bus

    Research output: Chapter in Book/Report/Conference proceedingArticle in proceedingsResearchpeer-review

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    Abstract

    It is becoming a distinctive feature for manufacturing firms to compete strategically through service provision. In relation to reward systems the aim of this thesis is to investigate what motivates employees of servitized manufacturing firms when providing engineering services and why. Through quantitative and qualitative data collection with an international company within the European healthcare sector, the findings show that key motivating factors were to “delight” the customer and being able to take responsibility and accountability for ones work. Service employees were found to feel proud of providing a high-quality service and experienced their work as fulfilling and worthwhile.
    Original languageEnglish
    Title of host publicationProceedings of 22nd EurOMA Conference
    Number of pages9
    PublisherEuropean Operations Management Association
    Publication date2015
    Publication statusPublished - 2015
    Event22nd EurOMA Conference: Operations Management for Sustainable Competitiveness - Neuchâtel, Switzerland
    Duration: 26 Jun 20151 Jul 2015
    Conference number: 22

    Conference

    Conference22nd EurOMA Conference
    Number22
    CountrySwitzerland
    CityNeuchâtel
    Period26/06/201501/07/2015

    Keywords

    • Motivation
    • Product-Service Systems
    • service provision
    • Case study

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