An Empirical Study: Employee Engagement and Linkage to Organization Performance and Sustainability

Abstract

Employee engagement is the driving force of the organizations success; organizations that have pitiable employee engagement have experienced extensive employee turnover, low production and efficiency, decrease in consumer loyalty, decline in stakeholder value, and an ultimate detriment to their organizational success. Organizations that do not foster and engage employees end up losing valuable talent to other organizations. The study was conducted to examine the influence of various factors on employee engagement among customer service employees that work in multiple customer service sectors in the United States. For this quantitative research design, a Likert scale survey was used with statistical analysis on a sample of 262 participants from customer service sectors that included: transportation, banking, athletics, childcare, insurance, hospitality, information technology, and administrative assistants from Northern New Jersey and Philadelphia, Pennsylvania. The factors explored to examine the influence on worker engagement included work environment, relationship management, employee engagement, and career development. The general business problem is that non-engaged employees in the workplace contribute to low performance rates and lack of goal achievements in the workplace. Statistical results revealed no significance with P>.05.