Scholarly record

LOYALTY TO THE PROFESSION DEPENDING ON SENIORITY FOR CUSTOMER SERVICE CONSULTANTS IN THE BANK

Maija Zakrizevska, R.Vira

Abstract

Employee loyalty is one of the most important factors in the organization. The management of many organizations develops their training programs, benefit packages, performance appraisal and work system based on their company policies. The study included 169 customer service consultants with seniority from 3 months to 10 years and over who are working in one of the bank branch in Latvia. Respondents filled questionnaire: J. Meyer, N. Allen and A. Smith's "Survey of loyalty to the profession". The aim of research is to investigate loyalty to the profession depending on seniority for customer service consultants in the bank. The results demonstrate that there is no statistically significant difference in the employeeВ’s loyalty between employees with different seniority in the organization. The research findings show that staff loyalty in branch network is 69%, what proves that employees are more loyal than not. Employees feel a strong emotional bond with the profession. Customer service profession is identified by the organization's objectives and values, so that the employee really wants to work for a particular organization. Emotional relationship with the organization is considered as a very important aspect.

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