Project – EFFECT OF ORGANIZATION VALUES SYSTEMS ON EMPLOYEE’S PERFORMANCE IN THE SERVICE INDUSTRY.  A STUDY OF FIRST BANK, LAGOS

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CHAPTER ONE

INTRODUCTION

• Background to the Study

Organizational values systems play a significant role in shaping employee performance, particularly in the service industry. According to a study by Jha and Nair (2014), organizational values systems, which include the organization’s mission, vision, and core values, significantly influence employee behavior and performance. The study found that employees who perceive their organization’s values as positive and supportive are more likely to exhibit high levels of job satisfaction, commitment, and performance. This is because such values systems create a conducive work environment that motivates employees to perform at their best (Jha & Nair, 2014).

In contrast, a study by Kim and Lee (2016) found that negative organizational values systems, characterized by poor communication, lack of transparency, and unethical practices, negatively affect employee performance. Employees in such organizations often experience low morale, job dissatisfaction, and high turnover rates, which ultimately affect the quality of service delivery. This study underscores the importance of fostering positive organizational values systems to enhance employee performance and service delivery (Kim & Lee, 2016).

Moreover, organizational values systems also influence the relationship between employees and their supervisors, which in turn affects employee performance. A study by Chen and Silverthorne (2005) found that employees who perceive their supervisors as embodying the organization’s values are more likely to be satisfied with their jobs, committed to the organization, and perform better. This is because such supervisors create a supportive work environment that fosters employee motivation and performance (Chen & Silverthorne, 2005).

However, the impact of organizational values systems on employee performance is not always straightforward. According to a study by O’Reilly, Chatman, and Caldwell (1991), the effect of organizational values systems on employee performance depends on the fit between the employee’s personal values and the organization’s values. Employees whose personal values align with the organization’s values are more likely to be satisfied with their jobs, committed to the organization, and perform better. This suggests that organizations should consider the values fit when hiring and managing employees to enhance their performance (O’Reilly, Chatman, & Caldwell, 1991).

Furthermore, the service industry is characterized by high levels of customer interaction, which makes the role of organizational values systems in shaping employee performance even more critical. According to a study by Schneider, Ehrhart, and Macey (2013), employees who perceive their organization’s values as customer-oriented are more likely to exhibit high levels of customer service performance. This is because such values systems foster a customer-oriented culture that motivates employees to provide high-quality service (Schneider, Ehrhart, & Macey, 2013).

In conclusion, organizational values systems significantly influence employee performance in the service industry. Positive values systems enhance employee performance by creating a conducive work environment, fostering positive supervisor-employee relationships, and promoting a customer-oriented culture. However, the effect of organizational values systems on employee performance also depends on the fit between the employee’s personal values and the organization’s values. Therefore, organizations should foster positive values systems and consider the values fit when hiring and managing employees to enhance their performance.

• Statement of the Problem

The problem of the effect of organizational values systems on employee performance in the service industry, specifically in Nigerian banks, is a complex issue that has been the subject of much debate. The banking sector in Nigeria, like many other service industries, is highly competitive and demands high performance from its employees. However, the role of organizational values in shaping this performance is not well understood (Adeyemi, 2017).

The first issue is the lack of clarity on what constitutes organizational values in Nigerian banks. While some studies have identified values such as integrity, professionalism, and customer-centricity as key organizational values in Nigerian banks (Ogbonna & Harris, 2000), others argue that these values are not consistently applied or understood across different banks and even within the same bank (Uche, 2004). This lack of consistency makes it difficult to measure the impact of these values on employee performance.

Secondly, there is a lack of empirical evidence on the relationship between organizational values and employee performance in Nigerian banks. While some studies have suggested a positive relationship (Adeyemi, 2017), others have found no significant relationship (Uche, 2004). This inconsistency in findings suggests that the relationship may be influenced by other factors, such as the specific context of the bank or the individual characteristics of the employees.

Thirdly, there is a need to understand how organizational values are communicated and reinforced in Nigerian banks. Some studies suggest that values are often communicated through formal mechanisms such as training and performance appraisals (Ogbonna & Harris, 2000), while others argue that informal mechanisms such as role modeling by senior leaders are more effective (Uche, 2004). Understanding these mechanisms is crucial for understanding how values influence employee performance.

Finally, there is a need to understand the role of the broader Nigerian cultural context in shaping organizational values and their impact on employee performance. Some studies suggest that Nigerian cultural values such as respect for authority and collectivism may influence the interpretation and application of organizational values in Nigerian banks (Adeyemi, 2017). However, this area remains under-researched.

In conclusion, while there is some evidence to suggest that organizational values may influence employee performance in Nigerian banks, there are significant gaps in our understanding of this relationship. Further research is needed to clarify the nature of organizational values in Nigerian banks, the mechanisms through which they influence employee performance, and the role of the broader cultural context.

• Aim and Objectives of the Study

The aim of the study is to examine the effect of organization values systems on employee’s performance in the service industry.  The specific objectives of the study are:

1. To examine the relationship between organizational values systems and employee performance in the service industry.
2. To identify the specific organizational values that have the most significant impact on employee performance in the service industry.
3. To assess the perception of employees in the service industry towards the organizational values systems.
4. To evaluate the role of organizational values systems in motivating employees and enhancing their performance in the service industry.

• Research Questions

The research questions are stated below:

1. What is the relationship between organizational values systems and employee performance in the service industry?
2. Which specific organizational values have the most significant impact on employee performance in the service industry?
3. How do employees in the service industry perceive the organizational values systems?
4. What role do organizational values systems play in motivating employees and enhancing their performance in the service industry?

• Research Hypothesis

The hypothetical statement of the study is buttressed below:

Ho: There is no significant relationship between organizational values systems and employee performance in the service industry.

H1: There is significant relationship between organizational values systems and employee performance in the service industry.

• Significance of the study

The significance of studying the effect of organizational value systems on employee performance in the service industry is multi-faceted. Firstly, it provides an understanding of how the values upheld by an organization can influence the behavior and performance of its employees. Organizational values, such as integrity, teamwork, and customer focus, can shape the work culture and environment, which in turn can impact employee motivation, job satisfaction, and overall performance.

Secondly, this study can help organizations in the service industry to identify the values that are most conducive to high employee performance. By understanding the correlation between specific organizational values and employee performance, these organizations can strategically cultivate a value system that promotes high productivity, quality service delivery, and customer satisfaction. This can give them a competitive edge in the increasingly customer-centric service industry.

Thirdly, the study can provide insights into the role of organizational values in employee retention. Employees who align with their organization’s values are likely to be more satisfied and committed to their jobs, reducing turnover rates. This is particularly significant in the service industry, where high employee turnover can disrupt service continuity and negatively impact customer relationships.

Fourthly, the study can contribute to the body of knowledge in organizational behavior and human resource management. It can provide empirical evidence to support or challenge existing theories on the relationship between organizational values and employee performance. This can stimulate further research and theory development in these fields.

Fifthly, the study can inform policy-making in the service industry. If the study finds a strong positive effect of organizational values on employee performance, industry regulators and professional bodies may consider incorporating value system development into their guidelines or standards. This can help to raise the overall performance level in the service industry.

Lastly, the study can have implications for employee training and development. If certain organizational values are found to enhance employee performance, organizations can incorporate these values into their training programs. This can help to instill the desired values in their employees from the onset, setting the stage for high performance.

• Scope of the Study

The study examines Effect of organization values systems on employee’s performance in the service industry.  The study is restricted to First Bank, Lagos Branch

 1.8 Operational Definition of Terms

1. Effect: This refers to the result or outcome of a particular action or situation. In this context, it refers to the impact or influence that organizational value systems have on an employee’s performance.
2. Organization: An organization is a structured group of people who come together to meet a specific goal or set of goals. In the context of this study, it refers to businesses or companies within the service industry.
3. Values Systems: This term refers to the set of shared beliefs, principles, and norms that guide behavior within an organization. These values can influence every aspect of a business, from decision-making processes to employee behavior and performance.
4. Employee: An employee is an individual who works part-time or full-time under a contract of employment, whether oral or written, express or implied, and has recognized rights and duties. In this context, it refers to those working within organizations in the service industry.
5. Performance: In a work context, performance refers to the effectiveness, quality, and efficiency of an employee’s work. It’s often measured against predetermined goals, standards, or benchmarks relevant to the employee’s specific role within the organization.
6. Service Industry: This is a sector of the economy that provides various services rather than producing tangible goods. It includes sectors like hospitality, finance, healthcare, and more. In this study, it refers to organizations within this sector.

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Project – EFFECT OF ORGANIZATION VALUES SYSTEMS ON EMPLOYEE’S PERFORMANCE IN THE SERVICE INDUSTRY.  A STUDY OF FIRST BANK, LAGOS