Service Performance Evaluation

PERFORMANCE EVALUATION FOR SERVICE ORGANISATION: FOCUS ON EMPLOYEES PERFORMANCE

1.0 INTRODUCTION

In the most of the service organisations, the performance evaluation is important especially the evaluation of the employees performance in the organisation. This is because the performance of the employees directly related to the performance of the whole organisation. Normally, the objectives of the service organisation include the service quality, customer requirement, customer satisfaction and so on.

According to Heskett et al. (1997), the important elements of the service profit organisation include service quality and customer satisfaction. This means that, employee delivery service with higher levels of service quality would be achieve customer satisfaction, indirectly lead to customer repeat patronage and increase sales revenue of the organisation. Palmer (2001) argued that in service industries customer service quality is a crucial source of specific competence. It is considered as a critical success factor in sustaining competitive advantage. Therefore, it is important for service employee to provide higher level of service quality and strategy for service organisations where can putting themselves at position in the market place with more effectively as stated by Irene Hau-siu C. et al. (2007). According to Heskett et al. (1997), success business in service organisation shall be providing excellent service quality, value and customer satisfaction. Thus, it will increase the customer repeat patronage.

Based to Ghanbari Shahraji, M. (2012), most of the organisations focus on their employees because the employees in the organisation involve in the competition and their productivity will decide the movement of the organisati...

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The objectives and goals of the Marrybrown Restaurant are to achieve the customer satisfaction, make the customer comfortable with the services provided, and increase the restaurant reputation and so on. Therefore, in order to achieve these objectives, the performance of the employees play an important role in achieving the objectives set by the management. The performance evaluation of the employees of the Marrybrown Restaurant normally is carried out once a year. The Marrybrown Restaurant also prepares the reward for the best performance of the employee. In order to obtain this reward, most of the employees are working hard and effectively to improve their performance. Thus, if the employee performance is improved, then the performance of the Marrybrown Restaurant also can be improved and next it will help the Marrybrown Restaurant to succeed in the world.