Work engagement and perceived customer value, the mediating role of meaningfulness through work

Abstract

Background: Work engagement is considered an important contributor towards the success of any organisation, while finding meaning in work has been proven to enhance productivity and, ultimately, assists in improving the bottom line of an organisation. Aim: The aim of the study is to examine work engagement and meaningfulness through work and at the workplace, and how these factors impact on perceived customer value. More specifically, the researchers were interested in whether meaningfulness could mediate the relationship between work engagement and perceived customer value. Setting: Data were collected from employees at a large South African manufacturing organisation. Methods: Respondents from a manufacturing organisation in South Africa participated in the quantitative cross-sectional study (N = 152). They completed previously validated questionnaires to assess work engagement, meaningfulness through work and perceived customer value from an employee perspective. (Males = 52.21%; Working less than five years in the industry = 54.61%; Non-management = 50%). Results: Correlation results indicate that features of engagement, meaningfulness through work and perceived customer value were positively associated. A simple mediation model indicates that meaning could be considered a mediator in the relationship between work engagement and perceived customer value. Conclusion: Study results indicate that work engagement was not sufficient to improve perceived customer value and that finding meaning in and through work was also required.

Keywords

• perceived customer value
• employee engagement
• manufacturing organisation
• meaningfulness through and in work
• south africa