ABDM 3513 BUSINESS ORGANISATION & MANAGEMENT

TUTORIAL 9 & 10

Past Exam Questions:

(a) Explain the difference between motivator factors and hygiene factors in Herzberg's
model of motivation. Give examples for each factor. (10 marks)

Motivator
- Related to nature of work itself
- Related to the higher-order needs like recognition, achievement
- Factor evaluating job satisfaction.
- Present- Satisfaction, Absent- No satisfaction (neutral)
- Manager gives promotional opportunities to their employees that motivate them to
perform well

Hygiene
- Related to the lower-order needs or basic needs like work conditions, pay, and
security.
- Related to the physical and psychological context of the work
- Factor preventing job dissatisfaction.
- Extrinsic elements of the work environment that do not serve as a source of
employee satisfaction or motivation.
- Present, no dissatisfaction (neutral), Absent, dissatisfaction

(b) Distinguish Maslow’s Hierarchy of Needs and Alderfer’s ERG Theory in their role of
motivation. (15 marks)
 [Total: 25 marks]
Structure Questions:

1. Explain negative reinforcement. Support your answer with an example.

- negative reinforcement is a method that can be used to help to teach specific behaviors
and motivates workers to do well so that an uncomfortable situation in their workplace
can be avoided. For example, employees tend to work harder to avoid having their
original amount of salaries being cut.

2. Define equity theory. List its basic components and give one example of each of these
components.

- Equity theory refers to employee's motivation depends on its perception of how fair is
the compensation and treatment for their work input and perceive what they get from a
job.

Basic components
- Inputs are what has been contributed, such as one’s time, effort, experiences, education
and abilities, to certain jobs.
- Outcomes are what has acquired in return, such as salary, benefits, recognition, and even
the promotion, from the jobs performed.

Scenario Questions
Pay TV
There is no industry in America whose reputation for appalling customer service outshines
that of the nation’s pay-TV providers. Much of the blame for this terrible customer service is
blamed on outsourcing. To cut costs, most pay-TV providers have farmed out customer
service functions to vast call centers that hire low-paid, poorly-trained employees who lack
any incentive to care about faceless customers. There is one exception to that rule—
DirecTV, which has the best customer service record in the industry even though it, too, uses
outsourcing. The primary difference between DirecTV and other pay-TV providers is
money. The customer service reps get free satellite TV at their homes after three months on
the job. The call reps are invited to special events and given the opportunity to mingle with
NFL stars and television celebrities. In addition, the reps were given the power to handle
customer’s complaints themselves, rather than simply acting as listeners.

1. Refer to Pay TV. In terms of the management function of leading, _____ is the source of
poor customer service by most pay-TV providers.
a. strategic planning
b. tactical implementation
c. motivation
d. communications
e. autonomy

2. Refer to Pay TV. The providing of free satellite television to call reps after three months of
employee is an example of a(n):
a. extrinsic reward
b. absolute reinforcement
c. valence motivator
d. intrinsic reward
e. overreward

3. Refer to Pay TV. According to the _____, employees at most call centers would likely
believe they are being treated unfairly.
a. expectancy theory
b. trait theory
c. goal-setting theory
d. reinforcement theory
e. equity theory

4. Refer to Pay TV. Apparently, rewards such as empowerment and free satellite television
have a _____ for people who are the customer service reps for DirecTV.
a. low instrumentality
b. high valence
c. high overreward value
d. Low reinforcement value
e. Low valence

5. Refer to Pay TV. According to the reinforcement theory, the giving of the free satellite
television would be an example of:
a. extinction
b. high instrumentality
c. reinforcement on a variable ratio schedule
d. positive reinforcement
e. equitable reinforcement

6. Refer to Pay TV. According to the goal-setting theory, DirecTV call reps:
a. have a high level of goal acceptance
b. Can only be motivated to achieve extrinsic goals
c. perceive their jobs to have low goal difficulty
d. Use intrinsic goals to modify their behaviors
e. are unconcerned about performance feedback

Scenario—Odysess Miller
Odysess Miller was a successful manager for one of the subsidiaries at Tour Unlimited. He
was responsible for 232 workers and had a span of control of eight lower level managers.
Odysess has decided to try to increase performance and productivity by the careful use of
motivational theories.

1. The hygiene factors, or dissatifiers, that Odysess can influence include all of the
following EXCEPT

a. salary and wages.

b. supervision relationships.
c. working conditions.
d. company policies.
e. all are hygiene factors.
2. The motivator factors, or satisfiers, that Odysess can change and influence include all
of the following EXCEPT

a. recognition.
b. growth opportunities.
c. achievement.
d. salary.
e. all are motivator factors.

3. One of Odysess’ best employees has a driving need to be able to attain a high standard
of success, to master complex tasks, and to surpass others. Odysess recognizes these
acquired needs as defined as

a. the need for accomplishment.

b. the need for power.
c. the need for affiliation.
d. the need for adaptation.
e. none of the above.

4. Odysess understands that perceived inequity creates tensions within individuals that
motivate them to bring equity back into balance, and one of his production supervisors
feels that she is underpaid. Which of the following is not a common method for
reducing perceived inequity?

a. Change in his inputs to the organization

b. Change his outcomes from the organization
c. Distort his perception
d. Leave the job for a new one
e. All are common methods