Employee Motivation Theories in Customer Service

Employee Motivation Theories in Customer ServiceWork is rattling serious for every individual infect it is inevitable in the life story of every person and every one want propitiation in the cook. Employees need satisfaction in the ponder and it is the responsibility of motorbus to envision their chores and chance the way to satisfy them. The assumption is that a locomoted worker testament give his outstrip action to the organic law as a result productiveness of system entrust increase and poor mental process give be a forget issue in the organization. Managers evict adopt divergent ways to propel employees and managers who atomic number 18 winnerful in motivating employees providing an surround in which incentives are procurable for them which are much needed for the satisfaction of employees. Employees should reserve enough pay which motivate them and push them to work hard. Today manager stub non solely motivate employees by federal agency of pay, benefit and final payment to encourage them to work hard and efficiently. It is the responsibility of manager to develop environment in which employees make to become productive members of organization.This literature reassessment will determines the primary(prenominal) aims and objectives of the research considering a variety of literatures. It will provide us brief overview regarding extensive research in the field of employees need and its factors touch the organization. This research is helpful to find out employees motivating of Sainsbury through with(predicate) and through different means. at that place are haemorrhoid of researchers carried out the research in the field of employees penury. approximately of methods and ideas presented in literature review given theses researchers This literature review will give us the concept of employees want its importance and factors staff motivation and organization performance. Although many others researchers also conduct ed their research in this field but it was out of scope and i selected only those researches which were directly or indirectly revived to my topic. In this chapter secondary research is mostly commitd the information is taken from books and journals. It will handle the relevant opening on the topic and give the opinion that relate to employees motivation and commitment. Employees motivation and commitment is the most important topic in the field of Human Resource Management.In this chapter eldest we discuss the HR guess to understand about HR and then focus on employees motivation to increase customers swear outsHRResearch conducted in organizations suggests that HR affects organizational outcomes by shaping employees attitudes and behaviours. The racy commitment of HR increases organization performance by giving environment in which employees are involved in organization and they work hard to achieve organization goals. (Whitener, E 2001) Research suggests that employees in terpret organisational actions such as human resource practices, as symptomatic of the personified organisations commitment to them. They reciprocate their perceptions fitly in their own commitment to the organisation. It is seen that high commitment to motivate employees work well for organization. Such organizations have high productively as compared to those which has low commitment. before that Dean and Lepak also utter the same opinion. agree to Dean and Lepak (1996) HR is classified as control practices and its main purpose to increase efficiency and turn out labour in organization. Its aim to increase productivity and provide the environment for employees that help to achieve the goals of organization. The high commitment strategy of HR complicates selective staffing out branch appraisal competitive packages and train of staff. According to Foot and Hook in 1999 the employees are most important resource which contributes to achieve organization goals. HR is very impo rtant in decision making process and it comprises a range of issues employee development, recruitment and abide by schemes. Recruitment will give us qualified employees in order to achieve integrated goals in an efficient manner. But Beardwell (2004) has different opinion. He linked the organization performance to variegates 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 subroutine in organization. HR creates values by providing opport social unities and his values are crucial for organization future success. It will increase the skill of current workforce and will recruit the highly skilled workforce 2.2RecruitmentRecruiting the correct employees is important in employees motivation and they fit in the organization and have skills to fulfil the commitment. If an organization foreshorten the correct employees for the correct role than its economic cos t can be immense. Beardwell (2004) and then Mullins (2005) emphasis on recruitment process of employees. Both said that employees should be technic ally fit to any given run. Best companies are doing this for long clip and ensure that selection process full assessment of candidates abilities, values, interest and scrupulous review how they will match the organization last. The business wind instrumenter to achieve competitive advantage in market is dependent on composition of workforceAccording to Armstrong (2001) there is pressure on organizations to recruit right people for right job. If they fail to does this then it will adverse nucleus 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 employing the correct candidate and the cost in time and resources. Before the Armstrong the Holden in (1994) emphasised on keep out HRM practice in recruitment and selection. The organization can use recruitment process to continue or even 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 successTeam working and job gyrationTeam working is important in organization. When employees in organization work together 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 team they got high job satisfaction according to job characteristics and counseling theories. The different tasks in team encourage workers to use different skills and rotation in job reduces in boredom of repetitive work. This helps team members to share the responsibility of work in their area and develop the skills essential for effective team work. In team employees go into in goal setting thereby motivation for team membersAccording to Friedrich (1998) Job rotation is long term throwning but it can be organized at short notice. Job rotation will support the employees abilities and interest but also 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 resistance and refuse to give up job in which they are comfortableThis happened during the research which I conducted in Sainsbury. Some employees were happy with their current position in Sainsbury while others were not happy with their role in Sainsbury. The first one will give resistance to give up their positionEmpirical Evidence on Employees MotivationEmployee motivation is the biggest factor in the success or failure of an organization. Motivated workforce will give best output and productivity while without motivated workforce productivity, profit morale, product and service all suffer. An o rganization should have 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 motivated differently. Some of them are motivated by cash other by the opportunity for professional 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 linked to employees performance.By conducting the search in this manner the resultant articles were specific case studies of employee motivation in various organizations. The resultant case studies looked at a range of topics on twain employee motivation and employee performance and how these constructs can be connected. One particular con looked specifically at the followers of an organization and what key factors a submiter postulate to know about the various types of followers. The case studies in this review lead upon t he work of Maslow, Taylor, and Herzberg.Simms in (2007) discusses how various organizations utilize tailored versions of non-cash e rewards as employee incentives. Simms suggests that Herzbergs view of salary as not being a motivator holds. The ability to hold up an incentive that doesnt get absorbed by the employees monthly bills has a larger effect on employee motivation. He also suggests it may be more than acceptable to boast about a special award or party rather than an employees salary raise. Simms then goes on to expand the reciprocation of non- cash rewards such as flex time, employee of the month, and tailored goal incentives. Simms argues it is important for employers to communicate these benefits to employees because many employees dont understand their jibe compensation package. By communicating the total package, the employer reinforces their commitment to the employees and helps to motivate the employee. This motivation leads to greater employee satisfaction and per formance.The case remove of the Harrahs Entertainment sales teams lays out the use of team incentives to increase sales crosswise the various branches of the Harrahs Entertainment family of products. but, 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 also uses sincere 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 battle array how important it is to create a culture where employees become directly involved in suggestions for change. By creating a culture where employee input is valued andthe changes faced by the organization are better understood and receive the support of the employees. This also has the side effect of creating employee motivation to support and accomplish the organizations g oals and change efforts (Whiteling, 2007). Silverman in (2006) utilizes a similar strategy to create a high-performance workforce. Silverman suggests keeping employees engaged by working with storytelling. Employers can systematically ask employees to tell their story for good or not-so good situations. In this way, an employee/employer affinity can be forged which can help foster mutual support and idea sharing. Similar to Whiteling, Silverman suggests that the organizations culture ineluctably to be developed 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 feels 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 Motivating Languag e (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 assess a leaders use of ML and determine levels of employee satisfaction as well as determine the perceived effectiveness of a supervisorKellerman (2007) has spread out the work of Zaleznik, Kelley, and Chaleff to create what he calls a level of engagement to classify the followers of an organization. This employee continuum ranges from feeling and doing absolutely nothing to being passionately committed and deep involved. In this way, a leader can assess their subordinates and tailor a leadership approach to maximize the affect a particular effort will have on employee motivation.A putting green thread of communication between employers and employees eme rges as a requirement for employee motivation (Simms, 2007 Jakobson, 2007 Whiteling, 2007 Silverman, 2006 Sharbrough, 2006). Many of these case studies link high employee motivation with increased employee performance. By first utilizing Kellerman level 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 theories will give us idea how we can motivate employees. All 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 mainly motivated by pay. His possible action argued that workers need supervision because naturally they do not enjoy work therefore manager should break their work in small tasks and educational activity and tools so they work efficiently on given task. They are than paid according to number of items they produced in a set period of time-price-rate pay. This will motivate them to work hard and maximise 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 leap of the era of great deal production. Taylor theory has close links with autocratic management 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 moti vated 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 best 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. whence Sainsbury should use team working and introduce personal department to involve managers to look employees to motivate them the increase the productionMaslow 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 before moving to the adjacent higher level. According to Maslow employees have five levels of need physiological, safety, social, ego, and egotism- 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/commons/thumb/6/60/Maslows_Hierarchy_of_Needs.svg/450px-Maslows_Hierarchy_of_Needs.svg.pngFigure Maslows Hierarchy of Needs(1) Physiological needsThese intromit homeostasis such as need for oxygen satisfaction of thirst and hanger. It also include sleep and sexual desire(2) Safety 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 include 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 independence and freedom and achievement. While esteem of others include status, reput ation, 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 vary widely from one individual to another. Maslow conceived a human being developing 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 motivation. 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 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 outgrowth of higher level needs. Even the people 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 hygiene Motivator or internal 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 diss atisfaction and decrease productivity and lead to strike in organization. Their presence will yield 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 yield satisfaction and this include achievement, recognition, advancement and growth in job. According to Herzberg only way to motivate employee is through job enrichmentHerzberg believed that democratic approach is the best approach to motivate employees by improving the temper of job through certain methods.Vroom and muleteer 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 negative depending upon the performance of individual employee. It means that more positive reward will motivate employee highly. Conversely re ward 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 toolsPayment is not the sole motivator 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 intrinsic reward. Extrinsic rewards are external rewards that occur apart from work such as money and other things. On the other hand intrinsic rewards are internal 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 chang ed. 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 late 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 undervalued 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 s upport and some are motivated by fear of red i.e. they will fired 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 managers should regularly communicate with employees. All the employees should have access 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 program like cost, customer service, schedule, environment and feel 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 organization from top management to workers. These rewards can be linked directly to quality safety, performance and absenteeism. These rewards must be given on successful performance. dissimilar companies motivate their employees through different means. Some companies feel that money is a good motivator. 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. Every different kind 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 subje ctive 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 veridical rewards such as security, benefits, promotion, condition of services and environment. These are most likely out of control from managers and headstrong at the organizational level. This kind of motivation has tidy effect on employees but 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 social organisation 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 t o 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 imputable 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 productivity and new techniques performing a taskIntrinsic motivationThis motivation is inspired from within a person. This motivation includes personal goals, happiness, morals, eagerness 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 diff erent 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 considerate 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 productivityProductivity of an organization depends on the motivation of its staff. Organization will achieved its goals through 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 econo my, 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) numbers of factors affects the productivity of employees and tuition 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 productivity make of Motivation on PerformanceThe 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 mo tivation factors should also be considered. Every 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 acquiring to know their employees and what drives them, then making sure managers utilize enamour motivational techniques with each employee. The employees 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 manage rs 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 tax 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 organization 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 gathe ring the information for the next pay review he will hesitate 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 for 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 Baron 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