Incitamentsystemets betydelse för målkongruens på kaféer
(2020) FEKH19 20201Department of Business Administration
- Abstract (Swedish)
- Syftet med studien är att undersöka hur incitamentsystem påverkar frontpersonalens agerande utefter mål på två kaféer inom samma kedja, samt om det finns andra faktorer som påverkar utöver incitamentsystem. Därtill studerades ifall det existerar någon intressekonflikt mellan frontpersonal och platschef gällande måluppfyllelse och agerande på kaféerna. Detta för att sedan dra paralleller och skillnader mellan kaféerna. Studiens teoretiska utgångspunkt grundar sig i principal-agent teorin (Eisenhardt, 1989) samt teorier om incitamentsystem och mål. Huvudfokuset ligger i hur incitamentsystem påverkar agenterna att agera efter uppsatta mål inom ramen av en servicekontext där agentproblem och intressekonflikter kan uppstå. Resultatet visar att... (More)
- Syftet med studien är att undersöka hur incitamentsystem påverkar frontpersonalens agerande utefter mål på två kaféer inom samma kedja, samt om det finns andra faktorer som påverkar utöver incitamentsystem. Därtill studerades ifall det existerar någon intressekonflikt mellan frontpersonal och platschef gällande måluppfyllelse och agerande på kaféerna. Detta för att sedan dra paralleller och skillnader mellan kaféerna. Studiens teoretiska utgångspunkt grundar sig i principal-agent teorin (Eisenhardt, 1989) samt teorier om incitamentsystem och mål. Huvudfokuset ligger i hur incitamentsystem påverkar agenterna att agera efter uppsatta mål inom ramen av en servicekontext där agentproblem och intressekonflikter kan uppstå. Resultatet visar att målkongruens existerar på båda kaféerna. Incitamentsystem har någorlunda påverkan på frontpersonalens agerande mot uppsatta mål, samtidigt som andra faktorer framkom vilka också belyser likheter och skillnader på kaféerna. Hidden action och hidden information motarbetades genom god kommunikation, däremot förekom intressekonflikter såsom moral hazard i bland annat stressiga situationer på de båda kaféerna. (Less)
- Abstract
- The purpose of the study is to investigate whether the company´s incentives are affecting the frontline staff´s to act accordingly to their goals, or if other factors exist in addition to incentives. The study also highlights possible conflicts of interest between frontline staff and site manager regarding goal fulfillment and behaviors at cafes. This to draw parallels and differences between the cafes. The study draws from the Eisenhardt’s (1989) agency theory with the relation between the principal and agent in which conflicts of interest and agency problems can arise, and theories about incentives and goals. The focus lies in how incentives are affecting agents to act towards the principal's goal. Our study indicates that goal... (More)
- The purpose of the study is to investigate whether the company´s incentives are affecting the frontline staff´s to act accordingly to their goals, or if other factors exist in addition to incentives. The study also highlights possible conflicts of interest between frontline staff and site manager regarding goal fulfillment and behaviors at cafes. This to draw parallels and differences between the cafes. The study draws from the Eisenhardt’s (1989) agency theory with the relation between the principal and agent in which conflicts of interest and agency problems can arise, and theories about incentives and goals. The focus lies in how incentives are affecting agents to act towards the principal's goal. Our study indicates that goal congruence exists within both cafes. Incentives have a certain impact on the frontline staff to act accordingly to goals, though other factors also were of importance which highlighted similarities and differences between the cafes. Hidden action and hidden information were prevented by good communication at both cafes. However, conflicts of interest such as moral hazard occurred in stressful situations at both cafés. (Less)
Please use this url to cite or link to this publication:
http://lup.lub.lu.se/student-papers/record/9022804
- author
- Hajdari, Valdrin LU ; Zakrisson, Filip LU ; Hall, Philip LU and Osmin, Isabelle LU
- supervisor
- organization
- alternative title
- En kvalitativ studie om principal-agent relation i en servicekontext
- course
- FEKH19 20201
- year
- 2020
- type
- M2 - Bachelor Degree
- subject
- keywords
- Principal-agent teori, incitamentsystem, intressekonflikter, målkongruens, kafébranschen
- language
- Swedish
- id
- 9022804
- date added to LUP
- 2020-07-28 12:35:51
- date last changed
- 2020-07-28 12:35:51
@misc{9022804,
abstract = {{The purpose of the study is to investigate whether the company´s incentives are affecting the frontline staff´s to act accordingly to their goals, or if other factors exist in addition to incentives. The study also highlights possible conflicts of interest between frontline staff and site manager regarding goal fulfillment and behaviors at cafes. This to draw parallels and differences between the cafes. The study draws from the Eisenhardt’s (1989) agency theory with the relation between the principal and agent in which conflicts of interest and agency problems can arise, and theories about incentives and goals. The focus lies in how incentives are affecting agents to act towards the principal's goal. Our study indicates that goal congruence exists within both cafes. Incentives have a certain impact on the frontline staff to act accordingly to goals, though other factors also were of importance which highlighted similarities and differences between the cafes. Hidden action and hidden information were prevented by good communication at both cafes. However, conflicts of interest such as moral hazard occurred in stressful situations at both cafés.}},
author = {{Hajdari, Valdrin and Zakrisson, Filip and Hall, Philip and Osmin, Isabelle}},
language = {{swe}},
note = {{Student Paper}},
title = {{Incitamentsystemets betydelse för målkongruens på kaféer}},
year = {{2020}},
}