A case study on the impact of COVID-19 on the motivation of customer services employees engaged in remote working in Company-X1

MonDragon Martinez, Jose Luis (2021) A case study on the impact of COVID-19 on the motivation of customer services employees engaged in remote working in Company-X1. Masters thesis, Dublin, National College of Ireland.

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Abstract

The following research recapitulates different ways that have been designed to improve employee motivation, satisfaction, happiness, and efficiency, from Maslow's pyramid, Conley's levels, flexible structure, remote work, and remote work during work. COVID-19 pandemic. Remote working is becoming a work practice that is increasingly penetrating all organizations due to the enormous benefits it brings to both the organization and employees. With the authorization of the Manager of the Customer Service group of the Company-X1, the following study focuses on carrying out an investigation with the quantitative method, to know how remote work affects during the Covid-19 Pandemic.

It is important to know the laws that apply in Ireland regarding remote work in times of COVID-19. Upon learning of the impact of COVID-19 on the motivation of customer service employees who work remotely at Company-X1, some questions were asked through an online survey, this was conducted anonymously since the results will be shared with the Customer Service manager in the Company-X1 Team. With this it is known, how remote work influences the employees of the Customer Service team of the Company-X1, if the effects of this are positive or negative for the employees, as well as knowing what activities Human Resources (HR) are carrying out to encourage remote work.

After the analysis of the survey, all this information will be obtained, with the aim of having the bases and foundations to multiply the good results of the Customer Service team of the Company-X1 in other areas in the teams of the same company, in on the other hand, if the effects are negative, a list of actions will be developed that can improve the effects on employees in Remote Work during the pandemic and ensuring that people who work actively are properly trained and have the developed skills necessary to fulfil this task, will be able to ensure the success in the fulfilment of the objectives and goals of the Company-X1.

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 H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management > Human Resource Management > Performance Management > Motivation
Divisions:	School of Business > Master of Arts in Human Resource Management
Depositing User:	Clara Chan
Date Deposited:	26 Jan 2022 11:25
Last Modified:	26 Jan 2022 11:25
URI:	https://norma.ncirl.ie/id/eprint/5333

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