Emotions, Motivation and Customer Service

Emotions, Motivation and Customer Service - EMOTIONAND...

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EMOTION AND  MOTIVATION AND  CUSTOMER SERVICE Organizational Behavior  Dr. Nancy Tobler
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MOTIVATION Early Motivation Theories Maslow Rokeach Values Herzberg’s Motivator and Hygiene McGregory Theory X and Y Later Motivation Theories
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HERZBERG’S TWO-FACTOR THEORY Managers who seek to eliminate factors that can  create job dissatisfaction may bring about peace  but not necessarily motivation.  If a manager wants to motivate people on their  jobs, he should emphasize factors associated with  the work itself or to outcomes directly derived  from it. 
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TWO-FACTOR THEORY High High Job Dissatisfaction Job Dissatisfaction Job Satisfaction 0 Hygiene factors affect Hygiene factors affect job dissatisfaction job dissatisfaction Motivator factors affect Motivator factors affect job satisfaction job satisfaction Quality of supervision Pay Pay Company policies Company policies Physical working Physical working conditions conditions Relations with others Job security Job security Promotional opportunities Opportunities for personal Opportunities for personal growth growth Recognition Recognition Responsibility Responsibility Achievement
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MCGREGORY THEORY X AND Y
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NEW MOTIVATION THEORIES McClelland’s Theory of Needs We have 3 basic needs Need for achievement Need for power Need for affiliation Cognitive Evaluation Theory Introduction of pay decreases motivation.   Shift of internal motivation to external motivation.  Types of rewards make a difference. Verbal rewards are intrinsic and can increase intrinsic  motivation. Tangible rewards may undermine intrinsic value of work
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NEW MOTIVATION THEORIES  (CONT) Goal-Setting Theory How goals are set influences the motivation provided  from setting goals. Specific goals produce a higher level of output. The more difficult the goal, the higher the performance. Feedback is essential esp. self-generated feedback Participation by employees in goal setting should increase  motivation. Management by Objectives Set goals that are tangible, verifiable and  measureable Goal specificity Participation Explicit time period Performance feedback
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NEW MOTIVATION THEORIES  (CONT) Bandura’s Self Efficacy Theory Self efficacy is an individual’s belief that he or she is  capable of performing a task.   4 ways to increase self efficacy Enactive mastery:  Gain relevant experience with task Vicarious modeling:  Observe others doing task Verbal persuasion:  Someone convinces you that you can  accomplish task Arousal:  Energized state
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NEW MOTIVATION THEORIES  (CONT) Adams’ Equity Theory Inputs and outputs should be balanced.  
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