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Answers will vary: Forces that motivate me include love, happiness, comfort, relatedness, health,
safety, competition, challenge, ethics, money, etc.
2. Apply the six-step motivation process shown in Figure 5-1 to a need in your own life (e.g.
need to secure a job, need to improve your grades).
Question Location: Page 118
Answers will vary: I need to find a job after graduation to pay for food, shelter, school loans,
and other necessities. This is creating tension on my school life, home life, and career search. I
am driven to relieve this tension so I create and follow goals of applications, networking,
interviews, offers, etc. Recognizing that these goals will help accomplish my objective and satisfy
my needs, thus reducing the tension.
Needs Theories
1. Write a brief biography that assumes your development over time is following Maslow’s
Hierarchy of Needs precisely. To what extent does this version of your life story seem accurate?
What problems and distortions do you perceive from this biography?
Question Location: Page 123
Instructor Resource
Neck, Organizational Behavior
SAGE Publications, 2017.
Answers will vary: When I was born I was dependent on my parents for meeting my basic
physiological needs, so I was motivated to maintain that relationship. During my teenage years
as I gained knowledge and responsibility, I was more proactive in providing my safety needs and
began seeking to fulfill the love/belonging needs. As I grew older through college and career, I
began fulfilling esteem needs as my confidence and respect for others was important. As I started
my new business I strived for self-actualization and live a creative, spontaneous, moral life
dedicated to solving problems. I think this may not be accurate as we often forgo lower level
needs in order to meet higher level needs. We also pursue multiple needs at a time, it is much
more complex that the hierarchy implies.
2. Revise your biography according to Alderfer’s ERG Theory so that it reflects the assumptions
and categories (existence needs, relatedness needs, growth needs) of that theory instead. To what
extent is this version of your life story more or less accurate than the version based on Maslow’s
Hierarchy of Needs? What aspects of your life are difficult to address when the main means of
shaping/describing your life is based on your motivation to have particular needs met?
Question Location: Page 124
Answers will vary: When I was born, I was dependent on my parents for meeting my basic
existence needs, so I was motivated to maintain that relationship. During my teenage years as I
gained knowledge and responsibility I became focused on relatedness with friends and crushes.
As I grew older through college and career, I began fulfilling growth needs as my confidence
and respect for others was important. As I started my new business I strived for self-actualization
and live a creative, spontaneous, moral life dedicated to solving problems. I think family and
faith are two examples where we may not be able to easily address what particular needs are
being met.
3. Based on your understanding of Herzberg’s Two Factor Theory of job satisfaction, what types
of incentives or employee programs are most likely to reduce job dissatisfaction? What types of
incentives or employee programs are most likely to increase job satisfaction?
Question Location: Page 124
Answers will vary: Incentives that would reduce job satisfaction would be related to hygiene
needs, particularly salary, working conditions, quality supervision. Incentives to increase
satisfaction would be related to motivator factors, increased responsibility, promotion, growth,
and recognitions.
4. Compare McClelland’s Acquired Needs Theory and its emphasis on needs being shaped by
experience and cultural background over time to Maslow’s Hierarchy of Needs and ERG Theory.
Of these three theories, which do you think provides the most useful and realistic explanation for
human development and motivation? Why?
Question Location: Page 124
Answers will vary: The acquired needs theory shaped needs as achievement, affiliation, and
power which is molded by experience and background over time. Hierarchy of needs and ERG
theory categorize needs as needs to survive, relate to others and grow over time. I think
Instructor Resource
Neck, Organizational Behavior
SAGE Publications, 2017.
5. Assume that you are the CEO of a midsize company that needs to increase employee retention
and productivity. Based on the theories in this section and the text’s discussion of money as a
motivator, what sorts of payment/bonus strategies and benefits would you focus on providing or
improving? Why?
Question Location: Page 124
Answers will vary: It would depend on current makeup of employees, but I would do a mix of
financial and non-financial incentives. Based on Herzberg’s theory of hygiene and motivator
factors – a combination of pay incentive for hygiene needs and promotion/growth opportunities
for motivator needs. This also relates to the self-actualization (Maslow), growth (ERG), and
probably achievement needs (McClelland).
Equity Theory
1. Compare the input to outcome ratios of Katie, Diego, and Evan (the runner who approached
Diego about a portion of his tips) and discuss how each character’s perception of the fairness of
his or her job rewards is affecting their job performance.
Question Location: Page 128
Answers will vary: Diego is comparing his tables and bussing service on those of other servers
who pay bonuses to hostesses and runners. He feels he has high output (good work) but low
input (tips, tables, and bussing). His response to the inequity is to leave. Evan’s inputs are high
base pay from the restaurant and any tips he can procure from servers. His outputs of bussing
service reduce in response to inequity. Katie’s is difficult because she doesn’t necessarily have a
referent other but she wants to do a good job (outputs) in order to prove her worth as a manager
and help the company be successful. Her response is to work diligently in her new position.
2. Based on the compensation situation at Waterfront Grill and the employee problems and
perceived inequities Diego describes to Katie, discuss the reasons why Kamal may want to listen
carefully to Katie’s proposals to make changes at the restaurant. What are the likely long-term
outcomes of the allocation of tips to just the servers and of the drop in bubble tea orders? What
impact are the inequities employees perceive already having on customers?
Question Location: Page 128
Answers will vary: It is expensive to hire and train new employees and service is suffering. She
has evidence of why the current system is prone to abuse. Sharing tips will help everyone work
together to maximize tips and should increase individual and group performance. Poor service
for customers is the current impact.
3. To what extent are perceptions of procedural justice versus distributive justice a matter of
perception? Do you think the allocation of tips at Waterfront Grill be considered BOTH a matter
of distributive and procedural justice? Why or why not?
Instructor Resource
Neck, Organizational Behavior
SAGE Publications, 2017.
Answers will vary: Justice appraisals are always based on perception and they will differ by
employee and within each employee at different times. Yes I think that both distributive and
procedure justice issues are at play – the distributive as the tips are not shared and the
procedural as there are ways to take advantage of the system (paying bonuses to hostess and
bussers).
Goal-Setting Theory
1. Assess Katie’s focus on setting goals related to sales of bubble tea. What problems among the
staff is this focus likely to address? What business problems for the restaurant is this approach
likely to address?
Question Location: Page 129
Answers will vary: I think it is a great focus as it can increase sales and employee performance
and it gives a defining goal. This will help offset the problem of declining revenue and turnover.
2. The kitchen staff’s dissatisfaction is not being addressed by this approach. Do you think this
will create an obstacle in Katie’s efforts to improve staff morale and productivity at Waterfront
Grill? Why or why not?
Question Location: Page 129
Answers will vary: Yes this is likely to be an obstacle as the food is a key for any restaurant. If
they are not satisfied, they may respond negatively by leaving or reducing their inputs.
3. Pretend that you are Katie and devise a set of goals to improve customer satisfaction at
Waterfront Grill. What goals would you introduce? How would your goals differ from group to
group? What would be the direct effects on the staff of seeking to improve customer satisfaction?
What would be the indirect effects on the staff?
Question Location: Page 129
Answers will vary: I would introduce goals related to overall restaurant performance and
individual performance. I would determine an appropriate referent time (same time last year or
last month) and try to increase sales by a certain % over the referent. Rewards would be a profit
sharing with all staff. I would do individual rewards for servers to up sell menu items and
individual incentives for the kitchen staff, hostesses, and runners as well based on their tasks.
This would help show the staff that you are concerned about performance and they will likely
work more closely together as everyone has a piece of the awards.
Expectancy Theory
1. Assess Katie’s meeting with Kamal. Should she have worked harder to come up with
additional ideas to address all staff needs? How realistic is it to expect the servers to increase
revenue by themselves for the good of the overall restaurant and restaurant staff? Defend your
answers.
Question Location: Page 132
Instructor Resource
Neck, Organizational Behavior
SAGE Publications, 2017.
Answers will vary: I think she was excited to be able to implement change but it would have been
good to address all staff needs as well. Well servers are the touchstone for the restaurant, and
they have a great direct impact on the customer experience. However you need all facets pulling
together to be able to have the biggest increase in sales.
2. Describe Katie’s proposal to the servers and their response to it in terms of expectancy theory.
How does her proposal stack up in terms of expectancy, instrumentality, and valence? What
changes to her approach would you suggest given the valence issue Kim points out?
Question Location: Page 132
Answers will vary: I think other than the error, she did a good job of setting up the goals. The
expectancy and instrumentality were there as they saw their effort would lead to performance
and the goal was achievable. The valence problem could be solved by readjusting the base 15%
payout to the bubble bar and make the reward a ratio of the bubble sales only. I would talk to the
bubble bar staff and get their input to see what would be important for them and find a good
medium between the servers, bubble bar, and restaurant needs.
3. Revisit the set of customer satisfaction goals you created in the last “Thinking Critically”
section. Evaluate the utility of your goals in relation to expectancy theory?
Question Location: Page 132
Answers will vary: For each of the goals – I would assess the likelihood that my hard work will
lead to performance of these customer satisfaction goals. Then I would evaluate the probability
that reaching those goals would lead do a desired reward. I would assess the valence or value of
each of the rewards associated with the goals to see if they were worth pursuing.
Answers will vary: I think getting to know your employees is a good step. Then acting on that
knowledge to motivate them as a group and individually. It is important to link individual
behavior with group performance.
Answers will vary: I think it is very important as each affect the other in significant ways
regarding motivation.
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Language: Finnish
Kirj.
N. Hauvonen
*****
Puoli tuntia oli mahtanut taas kulua, kun viereisestä huoneesta rupesi
kuulumaan matalaa viskutusta ja kuiskutusta. Jassoo, teitä on kaksi,
arvelin minä, ja pidätte nyt neuvoa kuinka päästä kynimään lintua, joka
teillä on häkissä. Kauvoja ei viipynytkään, ennenkuin sain tuntea tuon
neuvottelun seurauksia, sillä uudestaan kuului jalan astunta käytävässä ja
oveni sai samassa kestää jykeitä jyhmäyksiä. No, no, mikäs nyt on taas?
huusin minä ja hyppäsin pystyyn. Sillä aikaa kuin uudestaan puin ylleni,
kolkutti isäntä kolkuttamistaan ovea ja käski minun aukaista, sanoen
syyksi että oli tullut toinen matkamies, jonka hän aikoi sijoittaa tuolle
toiselle vuoteelle minun viereeni. Jahah, sekö se teidän viisas
päätöksenne oli, arvelin minä; vedin linkkuveitsen taskustani, etten
varsin aseeton olisi, jos nuo lurjukset päälleni hyökkäisivät, ja aukasin
oven. Minun pelkoni oli sentään turha ollut, mitä päällehyökkäämiseen
tuli; isäntä vaan tahtoi hankkia minulle soveliaan makauskumppanin,
niin suuresti näytti häntä huolettavan minun kelloni, kultani ja muut
kalleudet, jotka hän oli kehottanut minun pöydälle levittämään. Minä
olin kuitenkin jo makaamisesta kyllikseni saanut, etten tässä luolassa
enää kauemmin viihtynyt, en yksin enkä toisenkaan kanssa, jonka tähden
pyysin saada suorittaa velkani isännälle tästä rauhallisesta yölevosta. 15
groschenia (likimiten 2 Suomen markkaa) tiusti hän minulta yösijasta ja
ilman sitä vaati hän vielä juomarahoja hyvästä opastuksestansa. Minä
tarjosin hänelle 10 kopekkaa, mutta ne viskasi hän ylenkatseella takaisin
pöydälle. Laskin 10 kopekkaa lisäksi, vaan ei hän vielä niihinkään
tyytynyt; vasta sitte kun 40 kopekkaa oli pöydällä, pisti hän rahat
taskuunsa ja nyt lähdettiin. Oi Schiller, oi Göthe! huokasin minä, kun
tallustin kurassa ja liejussa takaisin stationia kohden, tällä tavoinko teillä
vieraita vastaanotetaan!