102 Designing Service Excellence
but the message from Amazon CEO Jeff Bezos was to continue to have
the Zappos culture happiness of employees and “customer obsession.”
24
Happiness in the workplace has positive effects on both employee productiv-
ity and reducing stress at work.
25
As Ricardo Semler, CEO of Semco, based in
Brazil, says: “Clearly, workers who control their working conditions are going
to be happier than workers whodon’t.”
26
When Ralph Stayer took over his family’s sausage processing business in
Sheboygan Falls, Wisconsin, the company was growing, generating healthy
revenues and returning prots. However, Stayer was still dissatised.
27
The workforce was lackadaisical and seemed to be going through the
motions of doing their jobs. ...