Work engagement and perceived customer value, the mediating role of meaningfulness through work

Marita Heyns,Werner Beukes,Sean Mccallaghan

doi:10.4102/sajems.v24i1.3749

Abstract

Background: Work engagement is considered an important contributor towards the success of any organisation, while finding meaning in work has been proven to enhance productivity and, ultimately, assists in improving the bottom line of an organisation.Aim: The aim of the study is to examine work engagement and meaningfulness through work and at the workplace, and how these factors impact on perceived customer value. More specifically, the researchers were interested in whether meaningfulness could mediate the relationship between work engagement and perceived customer value.Setting: Data were collected from employees at a large South African manufacturing organisation.Methods: Respondents from a manufacturing organisation in South Africa participated in the quantitative cross-sectional study (N = 152). They completed previously validated questionnaires to assess work engagement, meaningfulness through work and perceived customer value from an employee perspective. (Males = 52.21%; Working less than five years in the industry = 54.61%; Non-management = 50%).Results: Correlation results indicate that features of engagement, meaningfulness through work and perceived customer value were positively associated. A simple mediation model indicates that meaning could be considered a mediator in the relationship between work engagement and perceived customer value.Conclusion: Study results indicate that work engagement was not sufficient to improve perceived customer value and that finding meaning in and through work was also required.

Highlights

A competitive advantage imparted by work engagement is gaining momentum as a preferred topic amongst change and human-resource practitioners (Joshi & Sodhi 2011)
Taking into consideration the preceding facts and information obtained from literature, the primary objective of the present study is to determine the nature of the relationship between work engagement, meaningfulness through work and perceived customer value
This result suggests that work engagement is not adequate on its own to have an impact on perceived customer value; what is required is an improvement in the meaningfulness through work

Summary

Introduction

A competitive advantage imparted by work engagement is gaining momentum as a preferred topic amongst change and human-resource practitioners (Joshi & Sodhi 2011). Senior leaders further agree that employees’ engagement is crucial to achieving results in business. According to Watson (2012), research confirmed that high levels of engagement are associated with better operational and financial results. Engagement is considered, by Schaufeli (2014), as the relationship employees have with their work and their organisation. Cognitively and emotionally engaged in their work, ensure that companies are more productive and profitable (AON Hewitt 2015). Evidence suggests that employees who are not fully engaged, do not focus on customers’ needs (Kumar & Pansari 2016). Work engagement is considered an important contributor towards the success of any organisation, while finding meaning in work has been proven to enhance productivity and, assists in improving the bottom line of an organisation

Objectives

Discussion

Conclusion