TRAP@NCI

An Analysis of Engagement of Customer Service employees in the Financial Services Sector in Ireland based on Generation X and Generation Y

Moore, Stephen Conall (2015) An Analysis of Engagement of Customer Service employees in the Financial Services Sector in Ireland based on Generation X and Generation Y. Masters thesis, Dublin, National College of Ireland.

[img]
Preview
PDF (Master of Arts)
Download (1MB) | Preview

Abstract

The aim of this research is to analyse Customer Service Employees based on the effects of Generation X and Generation Y in Company X that operated in the Financial Service Sector in Ireland. The study aims to determine the influence of the generational categories of the employees in relation to engagement and attrition based on their preferences and approach. The aim of the study is to determine discrepancies between the categories in their engagement and intention to remain with the organisation.

A qualitative research methodology was applied for this study through an online survey. This was distributed to employee who are engaged in Customer Service roles with Company X. The data collected and analysed in comparison to the available literature, a list of recommendations for Company X has been submitted.

Item Type: Thesis (Masters)
Subjects: H Social Sciences > HF Commerce > Customer Service
H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management > Human Resource Management > Performance Management > Employee Engagement
H Social Sciences > HG Finance > Financial Services
Divisions: School of Business > Master of Arts in Human Resource Management
Depositing User: CAOIMHE NI MHAICIN
Date Deposited: 19 Oct 2015 08:22
Last Modified: 19 Oct 2015 08:22
URI: http://trap.ncirl.ie/id/eprint/2094

Actions (login required)

View Item View Item