This question contains multiple parts; be sure to answer each. First, explain the difference between motivating factors and hygiene factors in Herzberg's theory of motivation. Give examples of each, preferably from your own experience. Next, imagine that you manage the customer-service department of WebCast, a company that provides TV, telephone, and Internet service to households in the northern part of your state. How would you use Herzberg's theory to motivate your crew of installation experts, who go to people's homes and set up their TV/phone/Internet service?
What will be an ideal response?
When lacking, hygiene factors can cause dissatisfaction, while motivating factors, when present, cause satisfaction. Examples of hygiene factors are job context variables such as working conditions, supervision, interpersonal relationships, pay, security, and supervisors. Examples of motivational factors are job content variables such as the work itself, achievement, responsibility, recognition, advancement, and growth.
Managers should first act to eliminate dissatisfaction by making sure the hygiene factors (working conditions, pay levels, and company policies) are reasonable, and then attempt to spur motivation by attending to job content issues and other motivating factors, such as challenges, opportunities, recognition, and personal growth.
Students should provide examples of each from their own experience, and should offer suggestions for the management of WebCast.
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