Employee Motivation Theories in Customer Service

Employee Motivation Theories in Customer gainWork is very principal(prenominal) for incessantlyy mortal infect it is inevitable in the life of every person and every one destiny ecstasy in the execution. Employees destiny happiness in the job and it is the state of passenger vehicle to sympathise their problems and find the way to satisfy them. The assumption is that a prodd operate oner forget obligate his outdo runance to the geological formation as a result productivity of nerve impart ontogeny and execrable carrying into action entrust be a forgotten bring issue in the face. Managers thunder mug adopt diametric slipway to spark employees and managers who be successful in motivating employees providing an surround in which incentives atomic number 18 getable for them which atomic number 18 much needed for the atonement of employees. Employees should suck up enough take over which trigger them and shake them to motion wicked. Today ma nager merchantman non solely prod employees by dint of take over, bene equalize and re feed to come a ache them to work hard and streamlinedly. It is the righteousness of manager to develop environment in which employees stir up to become tillable members of face.This literature reassessment impart de terminal figureines the main aims and objectives of the research c all foring a pastiche of literatures. It result provide us brief over discover regarding extensive research in the field of employees pauperization and its ciphers claiming the organization. This research is buy aterful to find forbidden employees penury of Sainsbury with dissimilar bureau. thither be loads of researchers carried bulge out the research in the field of employees pauperism. roughly of dodges and ideas present(a)ed in literature review given theses researchers This literature review give give us the nonion of employees demand its importance and factors staff penury a nd organization public presentation. Although m some(prenominal) separates researchers overly conducted their research in this field but it was out of scope and i selected notwithstanding those researches which were directly or indirectly consortd to my billic. In this chapter unessential research is intimatelyly dod the information is taken from books and journals. It will dispute the relevant supposition on the topic and give the opinion that relate to employees want and lading. Employees pauperization and commitment is the to the highest degree important topic in the field of Human Resource Management.In this chapter frontmost we discuss the HR theory to understand round HR and thus focus on employees motivation to annex customers servicesHRResearch conducted in organizations suggests that HR affects organizational outcomes by shaping employees attitudes and behaviours. The high commitment of HR gains organization effect by giving environment in which emplo yees argon mired in organization and they work hard to come upon organization goals. (Whitener, E 2001) Research suggests that employees interpret organisational actions such as human resource practices, as symptomatic of the personified organisations commitment to them. They reciprocate their perceptions accordingly in their own commitment to the organisation. It is seen that high commitment to instigate employees work well for organization. Such organizations use up high productively as comp ared to those which has low commitment. Before that Dean and Lepak in addition state the same opinion. fit to Dean and Lepak (1996) HR is classified as control practices and its main conclusion to outgrowth efficiency and reduce proletariat in organization. Its aim to annex productivity and provide the environment for employees that help to achieve the goals of organization. The high commitment strategy of HR embarrasss selective staffing development appraisal competitive packag es and upbringing of staff. jibe to Foot and Hook in 1999 the employees are most important resource which contributes to achieve organization goals. HR is very important in decision making process and it comprises a range of issues employee development, recruitment and takings schemes. Recruitment will give us qualified employees in order to achieve corporate goals in an efficient means. But Beardwell (2004) has una give care opinion. He cogitateed the organization doance to alte dimensionns in different business environment including micro and macro contexts. He said our HR strategy must fit the Organization strategyAccording to Mullins successful HR has proactive role in organization. HR urinates value by providing opportunities and his values are crucial for organization future success. It will increase the skill of current workforce and will recruit the extremely skilled workforce 2.2RecruitmentRecruiting the cover employees is important in employees motivation and t hey fit in the organization and take skills to fulfil the commitment. If an organization ignore the correct employees for the correct role than its economic damage apprize be immense. Beardwell (2004) and whence Mullins (2005) emphasis on recruitment process of employees. Both said that employees should be technically fit to any given rule. Best companies are doing this for recollective eon and ensure that selection process full assessment of candidates abilities, values, amuse and careful review how they will match the organization culture. The ability to achieve competitive advantage in market is dependent on reputation of workforceAccording to Armstrong (2001) there is pressure on organizations to recruit properly race for right job. If they fail to does this so it will adverse upshot on the budget of organization. There are number of factors which should consider in recruitment process including the culture of organization, legal implications, attracting and employin g the correct candidate and the cost in time and resources. Before the Armstrong the Holden in (1994) emphasised on ripe(p) HRM practice in recruitment and selection. The organization can use recruitment process to continue or fifty-fifty change the organization culture. When a change of strategic direction is required, recruiting the right candidates is an important factor to increase the chance of success sort out on the job(p) and job rotationTeam working is important in organization. When employees in organization work unneurotic they share the ideas, motivate each other and help to increase the gross revenue of organization. According to Cohen (1996) cited in Bacon, N Blyton, p 200314) when the human work together they create meaningful work. When humans work in a group they got higher(prenominal) job satisfaction according to job characteristics and counseling theories. The different t wants in aggroup encourage workers to use different skills and rotation in job red uces in boredom of repetitive work. This helps group members to share the responsibility of work in their area and develop the skills essential for effective team work. In team employees participate in goal setting thereby motivation for team membersAccording to Friedrich (1998) Job rotation is long term planning but it can be organized at little(a) notice. Job rotation will support the employees abilities and interest but to a fault their prospects for promotion. Task of job rotation should be explained to employees who can only be justified by corresponding benefits. Some employees will give metro and refuse to give up job in which they are prosperingThis happened during the research which I conducted in Sainsbury. Some employees were happy with their current business office in Sainsbury while others were not happy with their role in Sainsbury. The first one will give resistance to give up their fixEmpirical Evidence on Employees MotivationEmployee motivation is the biggest factor in the success or failure of an organization. Motivated workforce will give shell output and productivity while without actuate workforce productivity, pull in morale, product and service all suffer. An organization should confound effective strategy to motivate the staff and to stay competitive in the market. There are different factors to motivate individuals and all of them are incite differently. Some of them are move by funds other by the opportunity for original development and job satisfaction. It is the responsibility of managers to understand what factors will motivate their employees to increase productivity. Employees motivation is closely connect to employees performance.By conducting the search in this manner the solution articles were specific case studies of employee motivation in various organizations. The resultant case studies looked at a range of topics on round(prenominal) employee motivation and employee performance and how these constructs c an be connected. One particular field of force looked specifically at the fol demoralizes of an organization and what key factors a leader involve to sleep together about the various types of followers. The case studies in this review exsert upon the work of Maslow, Taylor, and Herzberg.Simms in (2007) discusses how various organizations utilize veered versions of non-cash e reinforcers as employee incentives. Simms suggests that Herzbergs view of salary as not universe a grant holds. The ability to hold up an incentive that doesnt get absorbed by the employees periodic bills has a larger effect on employee motivation. He similarly suggests it may be more acceptable to boast about a special award or party rather than an employees salary raise. Simms then goes on to expand the discussion of non- cash rewards such as wriggle time, employee of the month, and tailored goal incentives. Simms argues it is important for employers to communicate these benefits to employees be rea sonableness many employees dont understand their occur compensation package. By communicating the total package, the employer fortifys their commitment to the employees and helps to motivate the employee. This motivation leads to greater employee satisfaction and performance.The case study of the Harrahs cheer sales teams lays out the use of team incentives to increase sales across the various branches of the Harrahs Entertainment family of products. However, the core to the incentive packages, that Jakobson discusses, is the use of Merchandise Awards. Jakobson states that Merchandise Awards are even more effective than Top Seller Trips. Harrahs in like manner uses simple employee motivation tactics such as recognition at weekly and monthly sales meetings of the top sales teams.Whiteling in (2007) looks at the cases of Reuters and supermarket giant Sainsburys to award how important it is to create a culture where employees become directly involve in suggestions for change. By creating a culture where employee input is attend andthe changes confront by the organization are discontinue understood and receive the support of the employees. This in any case has the side effect of creating employee motivation to support and accomplish the organizations goals and change efforts (Whiteling, 2007). Silverman in (2006) utilizes a similar strategy to create a hypernym workforce. Silverman suggests keeping employees engaged by working with storytelling. Employers can systematically ask employees to tell their story for genuine or not-so honest situations. In this way, an employee/employer relationship can be forged which can help foster unwashed support and idea sharing. Similar to Whiteling, Silverman suggests that the organizations culture needs to be demonstrable around the concept of storytelling.Employees need to feel their stories are being heard, understood, and valued by those requesting the stories. By forging these relationships, the employee f eels valued by the employer, supervisor, and organization as a contributor. This value translates into higher work performance and stake within the organization (Silverman, 2006 Whiteling, 2007).Sharbroughs (2006) study looks at the correlations between leaders use of motive Language (ML) and employee job satisfaction and the perception of a supervisors effectiveness. In both cases, there was a statistically significant correlation in this study between a leaders use of ML and employee job satisfaction and the perception of a supervisors effectiveness. This correlation can be utilized by organizations to measure a leaders use of ML and determine aims of employee satisfaction as well as determine the perceived effectiveness of a supervisorKellerman (2007) has expanded the work of Zaleznik, Kelley, and Chaleff to create what he calls a aim of engagement to classify the followers of an organization. This employee continuum ranges from feeling and doing absolutely nothing to being p assionately committed and deeply involved. In this way, a leader can assess their subordinates and tailor a leadership approach to maximize the affect a particular effort will capture on employee motivation.A common thread of communication between employers and employees emerges as a indispensability for employee motivation (Simms, 2007 Jakobson, 2007 Whiteling, 2007 Silverman, 2006 Sharbrough, 2006). Many of these case studies link high employee motivation with change magnitude employee performance. By first utilizing Kellerman direct of engagement classification, an organization can tailor the use of ML and motivational lltechniques in the organization. In this way, employee motivation can be maximized to increase employee performance by focusing the use of ML and motivational techniquesTheories of motivationAs we discussed that there are number of ways to motivate employees. Lots of researchers gave the theories of motivation. I will discuss most common theories. These theo ries will give us idea how we can motivate employees. either these theories have some common points to motivate employees but these theories also have different opinionFredrick Winslow Taylor and Elton Mayo Theories of MotivationFredrick Winslow Taylor (1856-1917) said that employees are chiefly motivated by pay. His theory argued that workers need supervision because naturally they do not enjoy work therefore manager should break their work in small tasks and geared wheeling and tools so they work efficiently on given task. They are than paid according to number of items they catchd in a set period of time-price-rate pay. This will motivate them to work hard and exploit their productivity. Taylor method work well and different organization adopted this method to increase productivity level and lower unit cost. The most notably advocate was Henry Ford who used them to design the first ever production line, making Ford cars. This was the start of the era of mass production. Tay lor theory has close links with autocratic trouble styles and Macgregor theory X approach. Taylor theory failed soon as workers became bore on repetitive tasks and they were treated same(p) human machines.Elton Mayo than gave better theory he said workers are not only motivated with money by they could be better motivated if we met their social needs whilst at work. Taylor ignored these second points which cause adverse effect on his theory. He also conducted an experiment on two groups and examines the effect on their productivity levels of changing factors such as working condition. From Mayo theory we can conclude that employees are dress hat by better communication between them and managers. Employees are also motivated by involvement of managers in their working lives. They are also motivated when they work in a team. Therefore Sainsbury should use team working and introduce personal department to involve managers to look employees to motivate them the increase the productio nMaslow theory of motivationMaslow in (1943) gave hierarchy of human needs based on two groupings deficiency needs and growth needs. within the deficiency needs, each lower need must be met to begin with moving to the next higher level. According to Maslow employees have five levels of need physiological, recourse, social, ego, and self-importance- actualizing Once each of these needs has been satisfied, if at some future time a deficiency is detected, the individual will act to remove the deficiency.http//upload.wikimedia.org/wikipedia/ cat valium/thumb/6/60/Maslows_Hierarchy_of_Needs.svg/450px-Maslows_Hierarchy_of_Needs.svg.pngFigure Maslows Hierarchy of Needs(1) physiologic needsThese accept homeostasis such as need for oxygen satisfaction of thirst and hanger. It also include sleep and sexual desire(2) safeguard needsThese include security and safety. It covers security in all aspects of life. It also include security of family, property and morals(3) Love needsThese includ e affection, sense of belonging, social activities, friendships, and both the giving and receiving of love.(4) Esteem needsThese include both self-respect and the esteem of others. Self respect covers the strength emancipation and freedom and achievement. While esteem of others include status, reputation, appreciation and attention(5) Self- actualization needsThis need includes the realization of potential of an individual. In this need we consider what is the potential of humans and what are they capable of becoming. These needs may modify widely from one individual to another. Maslow conceived a human being growing five groups of needs, in sequence, from one to five.The survival needs start at birth. During childhood everyone aware all groups of needs. If a manager wants to motivate his employees he should satisfy all five needs in his employeesIn Maslow theory once we achieved lower level needs like physiological and safety levels others does not provide same level of motivat ion. There are problems in Maslow theory relating to work situation. The higher level needs do not satisfy their needs because of work situation. It is the responsibilities of managers to understand their needs in buck private and social life not just their attitude at work. There is no time frame in Maslow theory when the satisfaction of lower level needs and emergence of higher level needs. Even the tribe within the same level of hierarchy there have different motivation factors. There are lots of ways in which people seek satisfaction for example their esteem needsFredrick Herzbergs theory of motivationFredrick Herzberg the friend of Maslow introduced two factor theory of motivation. He believed that there are certain factors that business can introduce which will directly motivate employees and work hard to increase productivity. He named such factors motivation and hygienics Motivator or intrinsic factors, such as achievement and recognition, produce job satisfaction. He said there are others factors which will not motivate them or they will not work hard. He named such factors hygiene factors. Hygiene or extrinsic factors, such as pay and job security, produce job dissatisfaction.According to Herzberg all these factors must present in any job because their absence will give dissatisfaction and step-down productivity and lead to strike in organization. Their presence will concede average productivity but not necessarily above the average. The challenge is that their presence does not motivate in a special way. Herzberg referred this group as dissatisfies. However second group existence will ease off satisfaction and this include achievement, recognition, advancement and growth in job. According to Herzberg only way to motivate employee is by means of job enrichmentHerzberg believed that democratic approach is the best approach to motivate employees by improving the nature of job through certain methods. howl and Skinner theory of motivationAccording to Vroom theory (1964) employees effort will lead to performance and performance and then reward should be given on the base of that performance. This reward can be positive or proscribe depending upon the performance of individual employee. It means that more positive reward will motivate employee highly. Conversely reward is more negative employee will less likely to motivatedAccording to Skinner theory (1953) employees behaviour that lead to positive outcomes will be repeated and negative behaviour will not be repeated. Managers should reinforce employees behaviour that lead to positive outcome. Managers should negatively reinforce employee behaviour that leads to negative outcomes.Reward as motivational tools earnings is not the sole inducement factor for employees. They are more motivated the reward they receive of their hard work we should give employees certain incentives when certain goals are achieved. The two most common types of rewards are extrinsic reward and intrins ic reward. external rewards are external rewards that occur apart from work such as money and other things. On the other hand intrinsic rewards are privileged rewards in this reward there is direct connection between reward and work and employee feel it during his job.According to Thomas (2000) now rule of motivation has changed. Employees are not motivated through their supervision. They are becoming self managed and they want to demonstrate their own innovation at the work place. Since virgin motivation factors have emerged so employees want reward of their work. Some of them motivated even they receive positive feedback about their work. Mullins in (2005) said employees have common motivational factors although when satisfied will lead to different level of motivation. If the reward is managed correctly both extrinsic and intrinsic reward will motivate employees. However it is not guarantee that employees will motivated through reward those who receive less reward will feel un dervalued and will not be motivatedBeardwell and Holden (1994) also emphasised the reward system in the motivation of employees. They said that the payment received by employers is not just one factor which can motivate them. Employees can create an environment that motivate them by providing resources, information and emotional support and some are motivated by fear of loss i.e. they will open fire and loss their support if they are late from the job. There are lots of employees which do best when their salary increaseAccording to Redshaw (2001) there are six factors that can motivate employees (1) Training it is most important to all employees skills replacing job for life time. (2) Financial rewards employees are motivated through any means which help them financially. It can be useful in Sainsbury. He can give his employees discount vouchers. (3) Recognition the employees need to know they, reassurance of their role, enforcing corporate norms and values. (4) Communication manag ers should regularly communicate with employees. All the employees should have adit to managers. Managers should held weekly meeting and regular meeting with employees. (5) Alignment There is a direct relationship between motivation and an individuals ability to contribute, therefore make all employees aware of the contribution they bring to the organisation (6) Leadership employees should have their own leader to discuss their concern with himHeap (1987) gave the advantages and disadvantages of the reward system. My companies considered that the reward system has both advantages and disadvantages. In 1999 Thompson and Sanders showed that the companies which give attention to the main objectives of their course of instruction like cost, customer service, schedule, environment and quality are deemed success of any incentive programmeAccording to Makenzie and Lee rewards are distribute to those who perform at given level. These rewards should be available to everyone in the organiza tion from top caution to workers. These rewards can be linked directly to quality safety, performance and absenteeism. These rewards must be given on successful performance. Different companies motivate their employees through different means. Some companies feel that money is a good inducement. Many companies offer profit sharing plans and offer trips to Europe and other islandsTurkson (2002) there are different types of incentives plans which can motivate employees. It can be annual performance bonus. It can also profit sharing plan. either different harming of incentive plan has benefits and drawbacks. The annual performance bonus is once in a year so it is hard to link it with performance. This type of incentive plan also tends to cause to employees to focus on what makes them look good, sometimes at the expense of what may be best for the companys bottom lineThese rewards programmes are expansive these programs require careful monitoring. Some companies give reward with an extra day off with pay. Others companies provide good working condition and give reward on top performance. The performance level must be achievable. An incentive scheme may also fail if we ignore the quality or safety. Incentives should be linked with performance but we cannot apply this rule every time. Some incentives are issued on the basis of a subjective assessment by a superior on the merit of particular workersTypes of motivationExtrinsic motivationExtrinsic motivation is inspired by outside forces. It includes the money, rewards and people which are close to us. Lots of researchers gave their view about extrinsic motivation and gave different view about itMullins and Armstrong said that extrinsic motivation can be related to to tangible rewards such as security, benefits, promotion, condition of services and environment. These are most likely out of control from managers and determined at the organizational level. This kind of motivation has powerful effect on employees bu t it will not last long.Bernard and Stoner (2005) said that salary, wages and conditions of services are the incentives for employees. Managers should use four components of salary structure to use salary as motivator effectively. These are (1) job rate which organization set for each job. (2) Payment which should be given to individual according to their performance which motivate them and encourage them to work hard (3) Personal allowances which should be given to those people who have particular skills. . According to Banjoko (1996) most managers use money to reward or punish employees. It can be done through reward on higher productivity and fear to loss job due to poor performance. The desire to earn enhanced pay will motivate employees.In any organization higher productivity depends on level of motivation in employees of organization. We can also motivate staff through training it will give staff the opportunities of self improvement to meet the challenges of higher productivi ty and raw techniques performing a taskIntrinsic motivationThis motivation is inspired from within a person. This motivation includes personal goals, happiness, morals, inspiration to learn, social and self esteem needs. Both extrinsic and intrinsic motivators push person to achieve the targets. But both these motivators achieved target in different ways.According to Mullins (2005) intrinsic motivation is the opportunity to use the ability of individual. In this motivation sense of challenge, achievement and positive recognition treated with unselfish manner. Psychological rewards are usually determined by the behaviour of individual managers. Armstrong (2006) the quality of work life is essential for intrinsic motivators and they have long term effect because they are inherent in individuals and they are not imposed from outsideEffect of motivation on productivityproductiveness of an organization depends on the motivation of its staff. Organization will achieved its goals throug h motivated staff and gain market share which will help to increase the production of the organization. Sainsbury can gain market share and increase its productivity through motivation of its staffMojahed (2005) defined productivity as the ratio of output and input. The economists defined the productivity at industrial level to determine the economy, health and growth rate while at project level it define as and applies to planning, cost estimating and cost control. According to Heizer and Render (1999) be of factors affects the productivity of employees and education is one of them. Social overhead and diet of the employees also affect the productivity of employees. But Wiredu (1989) said others factors like team building, motivation job security and training also affect the productivity of employees. We cannot increase productivity of employees without enhancing the skills of them. Working in safe environment and stronger commitment also affect labour productivityEffects of Motiv ation on execution of instrumentThe performance of employees is very important for every company. It will make or break a company. It is important to motivate employees and find different methods to motivate them. Stephen Robbins and David A. Decenzo wrote in their book Supervision Today money is most important form of motivation for employees but others motivation factors should also be considered. every(prenominal) company has different employees and everyone is motivated for different reasons. It is important for managers to know her employees and understand what will motivate them. Managers should understand individual differences if they want successful in motivating people. As we know money is the most important factor to motivate employees but companies should also have other ways to motivate their employees. This involves getting to know their employees and what drives them, then making sure managers utilize inhibit motivational techniques with each employee. The employee s performance will improve definitely when managers will use appropriate motivation techniqueEffects of performance management on motivationIn every organization team does the work and performance of organization depends on the performance of the team. Therefore it is important for organization to get good performance from everyone. It is the responsibilities of managers to motivate them as a team and each individual separately. The enthusiasm of the manager motivates the team how work will be structured and agreed standard for getting there. The organization manager creates a climate of progress with their behaviour. Sainsbury should consider and evaluate the performance management of its top manager to motivate its employees and increase its productivity. Most organization like Sainsbury has performance management system. In any organization main purpose of performance management assist the management in the determination of pay rises and find how pay system will work in the organ ization and motivate the staff. Every employee in the organization understands the system and why he or she got the pay rise they did. Aim is that to develop staff and motivate them. The problem rises from this is that if manager want to develop its staff and ask about its weakness the employees will discuss some of its weakness. If the employees feel that manager is hookup the information for the next pay review he will swerve to discuss its weaknessAccording to Kaplan and Norton (2001) performance management is the backbone of HRM. In performance management we plan and implement the strategies and adopt different approaches to perform tasks. Performance management is beneficial in any business to work according to plan. According to Handel and Gentleman (2004 P.72) said that salary and wage system is big factor that will increase the performance of staff and motivate them.The performance management and production management are closely linked with each other. This is beneficial f or staff and motivates them. Staff relationship working environment and culture are vital to motivate staff. It is the responsibilities of performance management to train them and polished their skills according to job requirement. Training is essential for both new and experienced workers otherwise organization can lose its profit and its workers will not be motivated if he did not train the employees. Armstrong and magnate said that prior duty of HRM department is to deal with performance management because performance management is the fundamental of HRM and it is responsibilities of manager to help the emp