L10-20101006

L10-20101006 - Motivation Theories Content Theories MGMT121...

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1 Motivation Theories Content Theories MGMT121 Lecture 10 6 October, 2010
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Last lecture: key points Job satisfaction describes a positive feeling about a job Four consequences of job satisfaction (Exit-Voice- Loyalty-Neglect model) Job satisfaction matters because it affects organizational performance Managers can create satisfied employees Organizational commitment is a state in which an employee is identified with a particular organization and its goals 3 types of organizational commitment (affective, continuance, normative) Introduce motivation two sources of motivation (intrinsic and extrinsic motivation) 2
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Critical thinking question (p.85, #4 and 5) “Happy employees create happy customers.” Explain why this statement might be true “What factors influence an employee’s organizational loyalty?” 3
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Critical thinking question #4 Job satisfaction affects an employee’s general mood. Employees who are in a good mood are more likely to display positive emotions which in turn positively affect the customer’s mood and experience. Satisfied employees are more likely to stay with the organization and longer-service employees tend to have more skills and experience to better serve customers. In addition, some customers build loyalty to any employee, not the organization, so retaining these employees maintains customer loyalty.
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Critical thinking question #5 Treat employees with fairness, courtesy, forgiveness, moral integrity Avoid layoffs and threats of layoffs Ensure employees’ values are aligned with organizational values (through selection and socialization) Keep employees informed about what is happening in the company Involve employees in decision-making Trust employees
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Video illustration: Pike Fish Market What measures has Pike Fish Market undertaken to improve job satisfaction, organizational commitment and motivation? 6 Fall 2010 MGMT121 Lecture 9
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8 Choose your attitude It is a choice everyday Make their day Engage with customers and each other to create passion, goodwill and appreciation Being present Take the time to be completely with someone and notice what it is like for someone else Play Play is not about games or toys; it is about your state of mind The f i s h principles
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There is always a choice about the way we do your work, even if there is not a choice about the work itself. We can choose the attitude we bring to our work each day. (grouchy, irritate, moody, sunny, cheerful…. .) That choice determines the way we are at work. As long as we are here, why not choose an energetic and passionate attitude? 9
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L10-20101006 - Motivation Theories Content Theories MGMT121...

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