2. 1. What is motivation
Content 2. Importance of
motivation in Service
Industry
3. Hotel ICON
4. Application of
Motivation Theory
5. Success in Service
Industry
6. Q&A
3. What is motivation?
• Refers to things that psychologically push
a person to attain a goal.
• Degree to which an individual wants and
tries hard to do well at a particular task
or job. (Mitchell, 1982)
• Influenced by external incentives
Mitchell, T. R. (1982). Motivation: New directions for theory,
research, and practice. The Academy of Management Review,
7(1), 80-88.
4. Importance of motivation in hospitality
industry
--Service-profit chain--
Internal service quality
Satisfied and productive service employees
Greater service value
Satisfied and loyal customer
Healthy service profits and growth
Kotler, P., Bowen, J., Makens, J. (2010). Marketing for Hospitality and Tourism (5th ed). Upper Saddled River, NJ: Pearson Prentice Hall.
12. Reinforcement Theory
• A “prize & punishment” system
• Keep good work of employees by giving
rewards
• “People are motivated to perform well
when there have been positive
consequences of good performance.”
(Katzell & Thompson, 1990 )
13. Job Design
• Use certain characteristics of job to
motivate staff
– Skill variety
– Task identity
– Task significance
– Autonomy
– Feedback
• Also as chances for achievement
Hackman, J. R., & Oldham, G. R. (1976). Motivation through the design of
work: Test of a theory. Organizational Behavior and Human Decision
Processes, 16, 250-279.
14. Three-Needs Theory
• Work behavior of most individuals is
motivated by three needs:
–Need for achievement
– Need for power
– Need for affiliation
Adrian, M.H, Michael, J.S. (1984). McClelland's trichotomy of needs theory and
the job satisfaction and work performance of CPA firm professionals.
Accounting Organizations and Society. 9 (3/4), 241-252.
15. Three-Needs Theory
• Need for achievement:
– persons are personally responsible for
accomplishing difficult, but feasible, goals
and subsequently receive feedback
information about their performance.
– stimulates to become superior performers
16. Herzberg's Motivation-Hygiene Theory
• the variables that contribute to satisfaction
are different from the variables that
eliminate dissatisfaction
• Hygiene factors(dissatisfaction): fair
company policies, fair salary, job security
• Motivators (satisfaction): achievement,
recognition,
Daniel, A.S. (2007). Resurrecting the motivation-hygiene theory: Herzberg and
the positive psychology movement. Human Resource Development Review , 6
(4),377-393.
17. Herzberg's Motivation-Hygiene Theory
• Application: Job enrichment
– modify jobs → interest in the task
– better utilize their talents
• Application: Recognition
– positively reinforce good behavior
**produce higher quality output**
18. Success in Service Industry
Motivation
Employee satisfaction
Customer satisfaction
20. • Mitchell, T. R. (1982). Motivation: New
directions for theory, research, and
Reference practice. The Academy of Management
Review, 7(1), 80-88.
• Adrian, M.H, Michael, J.S. (1984).
McClelland's trichotomy of needs theory
and the job satisfaction and work
performance of CPA firm professionals.
Accounting Organizations and Society. 9
(3/4), 241-252.
• Daniel, A.S. (2007). Resurrecting the
motivation-hygiene theory: Herzberg and
the positive psychology movement. Human
Resource Development Review , 6 (4),377-
393.
• Hackman, J. R., & Oldham, G. R. (1976).
Motivation through the design of work:
Test of a theory. Organizational Behavior
and Human Decision Processes, 16, 250-
279.
• Freid, Y. (2004). Enriching goal-setting
theory with time: An integrated approach.
Academy of Management Review, 29, 404-
422.
Editor's Notes
Skill variety Task identityTask significant------Experienced Meaningfulnessof the Work Autonomy----Experienced responsibility for outcome of workFeedback-----knowledgeof the Actual Results of the Work Activity
