Business

Seeing your customer makes you better at your job

Seeing your customer makes you better at your job
Yareah Magazine
  Chia-Jung Tsay, UCL School of Management

Chia-Jung Tsay, UCL School of Management

Seeing your customer makes you better at your job

The mere sight of a customer motivates you to do your job better, new research from UCL School of Management finds.

Assistant Professor Chia-Jung Tsay found that visual transparency between customers and providers improved service and performance, creating value for both.

She studied the food industry, with Ryan Buell and Tami Kim from Harvard Business School, and found that when chefs and their patrons can see each other, not only did the food quality receive higher ratings, service also improved.

The research suggests that seeing customers makes employees feel more appreciated, more satisfied with their jobs, and more willing to exert effort.

At the same time, seeing the workers allowed customers to perceive greater effort, and they became more appreciative of the employees and valued the service more.

“In many industries, effort is hidden from customers,” say the researchers. “But feelings about an office job that’s separate from the customer, for example, could change if suddenly the beneficiary of that work is visible.

“It’s being appreciated that makes people feel that their work is meaningful and what they do matters.”

The researchers suggest subtle alternations to create visual transparency between consumers and producers. By opening up the work environment, organisations can give processes meaning for customers and employees alike, promoting gains through improved customer satisfaction and loyalty, decreasing employee turnover, and increasing employees’ accountability to the customer.

Click to add a comment

More in Business

Sennheiser MB 660

Reclaim your office with Sennheiser’s new MB 660 Series

Yareah MagazineSeptember 27, 2016
Migrant Entrepreneurship Report Launch

New Report Says Britain Should Support Entrepreneurial Migrants

Yareah MagazineSeptember 21, 2016
STL trailer by Dennison Trailers

Dennison Trailers ties up new deal with STL Logistics and major drinks brand

Yareah MagazineSeptember 18, 2016
Professor Martin Kilduff, UCL

UCL paper into group emotions wins Academy of Management award

Yareah MagazineAugust 22, 2016
New Charter Group

1st Touch 360 Customer Portal Helps Drive Business Transformation at New Charter Group

Yareah MagazineAugust 17, 2016
Hand finishing architectural terracotta at Darwen

Architectural Terracotta Producer Goes from Strength to Strength

Yareah MagazineAugust 16, 2016

Yareah Magazine

Art is Everywhere and Up to You.

About Us - Press Kit - Contact Us

YM on Twitter

Top Posts & Pages

Yareah® Magazine is a Registered Trademark in the United States