The Importance of Job Satisfaction in Regards to Work Behaviour, .
Performance, and Customer Satisfactions.
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As the baby boomer generation approaches retirement, their successors, the Generation-Y begin their first step into work force. "The typical baby boomer tends to expect and desire more job security"(McShane, 2001, p12), thereby sacrificing their job satisfaction. Generation-Y, however, "expect plenty of responsibility and involvement in their employment relationship"(McShane, 2004, p12). Generation-X of age 35-44 are now dominating the work force, but unfortunately went from 60.9% job satisfaction in 1995 to 47.2% in 2003(Franco, 2003). Realizing the changing attitude, organizations are quick to deem job satisfaction a serious issue. Job satisfaction determines employee retention and turnover rate within a organization, with that come motivation and productivity, and the final results are happier customers and higher revenues. This chain of relationship with job satisfaction can be described in three phases: work behaviour, performance, and customer satisfaction.
Not surprisingly, a person's attitude determines his or her behaviour, therefore, a happier employee have more positive behaviours. Behaviours such punctual attendance can, retention, organizational citizenship can all be resulted from a satisfied employee. Abesenteeism costs have of lately become a major problem for organization, Canada alone is loosing $10 billion a year just from attendance(McShane,2004,p42). With the motivation to be punctual an organization can minimize its lost. An unhappy worker are more likely to leave the organization and their void will not only be a lost in skills but also the cost to replace them, common estimates of turnover costs range from $10,000 to $40,000 per person. Higher turnover rate means more expenses to hire and train new employees, something that can avoided if the employees are happy.