Research shows fun at work creates great customer service

AUCKLAND, New Zealand - May 19, 2013 - PRLog -- Recent research has shown that employees who have fun at work, believe that they also provide better customers service. Research published in 2012 by New Zealand researchers Dr Kathryn Owler and her colleague Rachel Morrison, suggests that call-centre staff who believe their employer cares about their physical and emotional wellbeing, including the importance of fun at work, feel that they and their colleagues remain highly engaged in their work. This research is backed up by earlier research published by Karl & Peluchette in 2006 who found that “satisfied employees believed that their organization provided customer service that was reliable, responsive, and empathetic, and that employees were knowledgeable and able to instill confidence in customers”.  

The research by Owler and Morrison explored the value employees placed on fun at work in a large communications call-centre in Auckland. It included face to face interviews with a number of staff, mostly in their late twenties and thirties. Findings published in the New Zealand Journal of Human Resource Management in 2012, suggest that fun at work is very important to employees. In fact, some staff had chosen to stay in their job because of the fun supportive atmosphere in this call-centre, despite being offered higher paying or more prestigious work in their professions.

What staff in the study valued most, was the positive open atmosphere of collegiality. They believed that this was the biggest thing that made the company fun. Making friends was encouraged in the call-centre and open communication between staff and team leaders fostered. As a result, staff felt they were able to trust their colleagues, and relax and have fun. As well as collegiality, staff also associated fun with being looked after by the company- which promoted workplace wellbeing (i.e. correct ergonomic set-up and fitness challenges), training, good sales incentives, discounts and opportunities for advancement.

Staff in the study felt that the fun they had at work had a strong and positive impact on staff engagement and retention. They stressed pleasure in doing a good job and having it recognised by their employer. One of the researchers, Dr Kathryn Owler, director of the recently established Joyworkz Center for Wellness at Work, believes that this research “lends further evidence based support for promoting fun in the workplace and company workplace wellness initiatives”.

To learn more about how to achieve fun within your company wellness programme go to www.joyworkz.com

About Joyworkz Centre for Wellness at Work

Founded in early 2013, the Joyworkz Centre for Wellness at Work has grown out of a successful Auckland business which provides a range of wellness services to companies. Having worked in the Auckland business for a number of years, one of the directors, Dr Kathryn Owler wanted to share the Joyworkz vision – and take its message to the world. She therefore recently launched the centre in an effort to assist individuals and companies experience fun and wellbeing at work.

Media Contact:

Dr Kathryn Owler

Auckland

www.joyworkz.com