Research report on Adoptation of Changes in Service Sector of UAE through Manager and Employee Point of View

Questioning the adaptation of UAE to the changes in the service sector from the managers and employees point of view?

Justification of the topic:
In the economy of UAE, the contribution of the service sector to the GDP is the highest out of the three existing sectors including agricultural and manufacturing sectors. Service sector includes the companies that provide services only and do not actually manufacture a product. It involves financial services like banks and real estates, services like education, tourism, communications, hotels, media, entertainment and supply of resources like water, gas and electricity (Farmer, 2006) .
The changes that occur in the service sector affects the managers and the employees working in the companies. There are many changes that has been witnessed by the service sector which includes the changing trend, increasing core competencies, introduction of large of number of new firms and their globalization, increase in the sense of sophistication of the customers and many more such factors. The success of a company depends on how effectively and flexibly it adapts and updates itself in the rising and competitive economy of UAE. In this research, we are going to observe the degree of adaptation of the UAE people to the changes in the service sector from the managers as well as employee point of view (Al-Ali, 2008).

Research Questions
Pertaining to the research we come to some common questions which need to be discussed and solved. They are as follows.
When does manager conclude that there is need to change?
How can one decide that whether change in service sector is appropriate or dysfunctional?
How can we combine the latest technology using sector to hard working labor sector?
What methodologies should be adopted by managers that are flexible enough to cope up with changes in service sector?
Why has the style of business changed every now and then in U.A.E.?
What are project manager’s first priorities?
When and why does employee refuse to change with technologies?
Are these changes in service sectors always results producing? When does manager fails?
What steps will manager take to reduce resistance against technologies?
What types of challenges does manager faces in day to day life?
What types of expectation does manager have while making changes?
How much time is taken in U.A.E. to reach business stability after change?
How important is eco-friendly environment and creative organizational development and design from manager’s point of view?
What are the essential steps that managers have to understand and implement to ensure the success of the strategies adopted to face the changes in the market?
How does the gender difference in UAE make impact on the effective implementation of the changes?
How to develop an appropriate leadership strategy to achieve the desired results in spite of the changes implemented?

Literature review:
Managers belonging to the companies in service sector, need to identify the strategies that will be affected by the implementation of the various changes. They need to identify the various differences in understanding the process of obtaining customers, maintaining them and motivating them to bring new customers. They need to analyse the changes in the technology and its advancement in providing better service to the customers (Isabella, 1990).
In 1996, Paul Strebel discussed the resistance offered by the employees in the adaptation of new techniques and strategies to meet the changing demands of the customers. The effect of the changes incorporated in providing the service to the customers should not harm the integrity of the employees (Strebel, 1996).
The attitude of the employees needs to be well considered by the managers during the implementation and development of strategies and plans to cope with the changes in the demands, technologies and other factors related to the company’s success. The managers have to inculcate a feeling of content and satisfaction by eradicating the resistance of the employees to the changes that are being observed in the organization (Piderit, 2000).
The managers need to study various changes in the technology and other advancements in means of transport, communications, social media and their impact on the target customers of the company. The level of sophistication and accuracy and the heights of customer satisfaction is to be considered which has been evolving since ages and the degree of services provided is to be improved (Kasurinen, 2002). The innovation factor also lays an important role in the development of the strategies and plans for the success of the company in the service sector. Innovation not only refers to innovating the services provided but also the way as well as the ambience of providing it (Hipp & Grupp, 2005).

The research would have a primary data collection technique. For this research we have decided to use interview technique as the primary data collection method.
It involves selection of a group of managers from UAE that are well experienced and have a good amount of experience of above 10 years in the service sector. The managers need to be well experienced as it ensures that they have witnessed various changes in the emerging sector of service industry. We hope to get a sample size of 100 people and will try to get these people from the Companies that have actually gone through various changes in their working, strategies and services provided. We will take people from the top most level which constitutes of the managers and they will constitute as 75% of the source for the interview. The other 25% will be the employees who have also witnessed many charges during their tenure and have a good amount of experience of around 10 -12 years. The interview will be kept descriptive where the inputs given by the interviewees is also important to develop further set of questions.

The data collection method would have following sub headings (Paton & McCalman, 2008):
• Data collection method: The method which will be used for the collection of information will be in the form of one on one interviews carried out with the managers as well as the employees in a closed room. People whose interview have to be taken need to be from different service sectors ranging from banks to hotels and education institutions, etc.

• Data collection assumptions and limitations: There are few assumptions that are developed before setting the questionnaire. It is widely assumed that the company to which the manager or employee belongs has witnessed changes in its working during their tenure. Since only the managers and employees of companies in UAE are to be considered, the result and the attitude obtained cannot be taken from the global point of view. This is because, in UAE there is a huge impact of oil industries, tourism and construction industries which immensely effect the adaptation of the companies to the changes.

• Technique: The techniques used in the interview will be semi structured. A semi- structured interview involves effective involvement of both the members participating in the interview. It will be descriptive where the interviewer will ask the interviewee about the specific changes and its effects that they have witnessed during their tenure in the company.

• Results: On the basis of the attitude and the response of the employees as well as managers to the interview, various key elements that are responsible for the development and sustenance of the company during the times of vigorous changes in the UAE market as well as economy are to be developed. Also various strategies and plans adopted by the managers to ensure the effective implementation of change will be obtained. The results obtained will be able to develop a relationship between the changes witnessed and the level of adaptation.

• Analysis: The analysis of the interviews taken is done after obtaining the various elements from the results obtained. Developing the elements is followed by obtaining an interrelation between them and its effect on the overall implementation of the changes from the managers and employees point of view. It also helps to provide the motivation provided by the managers in the implementation of the change and the attitude of the employees while witnessing the change in their company.

Potential Impact:

The results obtained from the interview will help to interpret the various factors that are responsible for the changes in strategies as well as working in the company of a working sector to overcome and meet the various advancements and demands respectively (Paton & McCalman, 2008).
The analysis of the data collected will help to obtain the relationship between the attitudes and behaviours of employees and managers with the changes incorporated in their company belonging to the service sector.

Al-Ali, J. (2008). Emiratisation: drawing UAE nationals into their surging economy. International Journal of Sociology and Social Policy, 365–379.
Farmer, J. H. (2006). A Conceptual Model of Service Quality. International Journal of Operations & Production Management, 19 – 29.
Hipp, C., & Grupp, H. (2005). Innovation in the service sector: The demand for service-specific innovation measurement concepts and typologies. Research Policy, 517-535.
Isabella, L. A. (1990). Evolving Interpretations as a Change Unfolds: How Managers Construe Key Organizational Events. Academy of Management, 7-41.
Kasurinen, T. (2002). Exploring management accounting change: the case of balanced scorecard implementation. Management Accounting Research, 323-343.
Paton, R. A., & McCalman, J. (2008). Change Management: A Guide to Effective Implementation. London: Sage Publications.
Piderit, S. K. (2000). Rethinking Resistance and Recognizing Ambivalence: A Multidimensional View of Attitudes Toward an Organizational Change. Academy of management review, 783–794.
Strebel, P. (1996). Why do employees resist change? Harvard business review, 86-92.


Posted on

March 9, 2018

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