Motivation and engagement in the commercial vehicle industry : a research study examining if a disconnect exists between what senior management feel motivates and engages the employees of the aftersales departments in the commercial vehicle industry and what the employees perceive effects their motivation and engagement

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O'Reilly, Paul
Issue Date
MBA in Executive Leadership
Dublin Business School
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The purpose of this paper is to explore the perceptions of motivation and engagement factors among the employees and Senior Management of the aftersales department in the Commercial Vehicle Industry in Ireland. The aim is to analyze findings in the light of motivation theories and existing engagement research. The information presented in the theoretical part of this paper combined with the results of the research can be useful for Senior Management through proactive responses to the changing workforce needs, in turn yielding tangible impacts on the company‟s bottom line. To explain the context for this research study, Chapter one provides the reader with an overview of the research topic and the Commercial Vehicle Industry in Ireland. Chapter two illustrates the literature reviewed by the researcher, delivering a concise overview of engagement and motivation publications and research to date, with the aim of increasing the reader‟s understanding of the research topic. To achieve the objectives of the study, the researcher applied a mixed-methods approach. The methodology strategies and philosophies employed during this study are detailed in Chapter three. The research was based on a questionnaire distributed to the employees of the aftersales departments and interviews were conducted with Senior Management of the selected Marques in the industry. Chapter four details the researcher‟s finding from primary data collected and presents a brief analysis. The key findings from this study indicate that the current employees of the aftersales departments with the Importers of the Commercial Vehicle Industry are by and large happy with their working conditions and have good relationships with their colleagues and immediate supervisors. Current aftersales employees are in general proud to work for their employer. On the far end of the spectrum however the findings reveal that motivational and engagement factors including feedback, performance management and communications are not being achieved by the Senior Management. Through analysis of the data collected during the course of this research study, set in context of existing literature, the research study concludes in Chapter five with recommendations to the Commercial Vehicle Industry on realistic responses they could achieve at this time.