Posted: May 11th, 2015

management

Table of Contents

Motivation Theories…..………………………………………………………………….…3

Overview of Motivation…………………………………………………………………….3

Herzberg’s 2 Factor Theory…………………………………………………………………4

Motivating Employees………………………………………………………………………6

Money as an Issue of Motivation……………………………………………………………6

Growth and Promotion as Motivation Factors………………………………………………7

Empowerment as a Motivation Factor………………………………………………………8

Performance Management……………………………………………………………………8

Morale Issues for Performance Management………………………………………………..9

Communication/Dialogue……………………………………………………………………9

Expectations of Manager and Behavior………………………………………………………9

Rewarded Performance……………………………..………………………………………10

Empowerment………………………………………………………………………………10

Motivation Aspects of Performance Management………………………………………….11

Summary…………………………………………………………………………………….12

Bibliographies List…………………………………………………………………………..13

LITERATURE REVIEW

According to the information gathered in the compilation of this section of the study, there are certain gaps that are yet to be filled. There is a gap in the significance of performance appraisal of airline employees and its contribution towards improving quality services in airlines. Most of the authors agree to the fact that performance appraisal is a morale booster and can help airlines determine which employees provide better services to customers. However, Katzenbach (2000) disagrees with this fact by stating that performance appraisal discourages employees, by destroying their levels of motivation and performance. He argues his point by stating that a piece of paper, that is the performance appraisal form, is not sufficient in rating the performance of an airline employee.

There are other factors to be considered, which according to the author, have to be observed while the employee is working. Therefore, there is no sufficient agreement in the significance of performance appraisal in boosting the morale or airline employees, hence creating a gap. This study intends to fill this gap by going to filed and gathering information on the significance of the performance appraisal aspect in the Emirates Airline. Hopefully, the information will go a long way in sealing this gap, and contributing more knowledge to the field of morale as well as performance of workers in airlines. Nevertheless, the appliance of Herzberg’s 2 factor theory has provided a good guidance in the determination of the motivation factors to employees working in an airline. The researcher believes that the theory will be more significant after the collection of data, as it will explain why employees of Emirates feel dissatisfied or satisfied with their jobs.

 

The information that was used to compile this section of the study was based on topics to do with the impact human factors on morale as well as performance of workforce. The main source of this information was from obtainable scholastic research, business journals, and on-line academic references for instance text books, in addition to textbooks on staff management from the library. The key words that were used to search the internet, as well as library data bases were the Hertzberg 2 factor theory, employee performance, and employee motivation. It was important for the researcher to mostly look for information that dealt with inspiring employees so as to improve their performance, the responsibility of management in worker performance, human factors touching on morale as well as performance, and other associated information within the study’s scope.

This was seen to contribute to answering the question of the research.

Motivation Theories

Overview of Motivation

One of the most significant capitals present in airlines today is normally deemed to be employees, who in turn require good management. Managing employees in the appropriate manner can therefore be translated to mean the satisfaction of airline employees that have the motivation to perform in ways that are increasing. As per Daft (2003, p.3) and Mullins (2002, p.4) motivation entails forces, external or internal, which direct ways as well as persistence of actions by the use of enthusiasm. Daft (2003, p.5) is of the opinion that the motivation of employees has an impact on productivity, and also the profitability levels of the firm.

Therefore, the work of the manager is to ensure that motivation is channeled to the attainment of the goals of the airline (Daft, 2003, p.546). The theories of motivation are split into two major categories; these are process theories as well as content theories. In combining the literature of Daft (2003) and Mullin (2002), the content theories concern the things are have a great motivational impact on the behavior of an individual. These are the factors that affect the attitude of employees, such as the needs of employees, and when such needs are addressed, the employees are satisfied.

Process theories concern the manner in which behavior is normally started or initiated, sustained, as well as directed. These theories dwell on the processes of thinking that has an impact on behavior. The examples of content theories entail the theory of Maslow’s hierarchy of needs, Herzberg’s 2 factor theory, and McClelland’s acquired needs theory. In addition, the process theories examples entail Adam’s equity theory, and the expectancy theory of Vroom (Aziz, 2003).

Herzberg’s 2 Factor Theory

An approach that is different is one that was presented by Herzberg in the 2-factor theory. The theory derives its basis of the hierarchy of needs of Maslow. Nevertheless, he differentiated the motivators as well as hygiene factors. He indicated that when the hygiene factors are not present, such as job security, salary, quality and level of supervision, working environment, policies of the company, interpersonal relations, as well as administration, employees are not satisfied.

In addition, if these factors are absent, it does not imply that the employees are satisfied or motivated. The reason to this is that on the basis of the research of Herzberg, satisfaction can only be said to be the opposite of dissatisfaction semantically, and not whenever it has to do with the comprehension of the behavior of individuals in their work (Herzberg, 2003).

Moreover, the theory of Herzberg offers a strong link that is present between performance and motivation.

He adds that performance is able to reveal itself as a derivation of feelings such as advancement, achievement, as well as growth. These have a relationship with motivation and satisfaction. This is also linked with the approach of human relations (An and, 2000, p. 12). According to Baruch (2002, p.357), there is no link that can be said to be strong between productive-performance and satisfaction. On the other hand, Mullins (2002, p.12) states that studies on academic research show through the findings that only limited relationships between work output as well as satisfaction is present.

In addition, Herzberg (2003) stressed on the significance of job enrichment and segregated it from enlargement of jobs. In that regard, the word enlargement as per Herzberg (2003) and Mullins (2002) makes a given job appear structurally bigger. Additionally, the word enrichment implies the increased involvement and responsibility, opportunities that provide space for advancement, as well as the feeling of achievement. Herzberg called these motivator factors, recognition, achievement, nature of work, responsibility, advancement, and personal growth.

As per Mullins (2002, p.12) job enrichment entails vertical, while the word job enlargement, which is contrary to that of Herzberg’s (2003, p.60) view who indicated that the job enlargement has to be avoided since it is linked with failures of the past that stem from lacking a comprehension of the problem.

Motivating Employees

The South West Airlines have been used as a good example by other academic researchers, who state that the level of motivation of its employees is a phenomenon. Therefore, this study will look into the factors that have resulted in the high level of motivation for employees, and recommend the same to the Emirates Airline. The SWA (South West Airlines) is known to be among the most profitable airlines in the world (Gittell, 2005, p.12). The airline is also regarded to be the largest in the United States, and has shown an ability to satisfy the demand for its services.

The employee motivation and satisfaction is a good case in point of what other companies strive to achieve. In addition, it can be said that the rates of absenteeism, as well as tardiness in the airlines is very low. One of the elements that have contributed to the high employee motivation is strong values of the company (Jon, 2000, p.4). Values are considered to be the convictions of employees that dictate the employee behavior in all the levels of the organization. Therefore, in SWA, the values of the airline are compulsory in guiding behavior of employees (Grubbs-West, 2005, p.34).

The values of the airline are important for the morale and performance of the workers because the three major values are based on the employee, the customers, and the stockholders. This is to say that the airline exists to exceed the expectations of its employees, customers, and stockholders (Stredwick, 2000). Another factor that boosts the morale as well as performance of the employees is for the reason that the employees have been put first, and they are aware of this fact since it is in their mission statement. The personal well being of the employee is taken to be a crucial factor, and they are shown respect and value since they make the airline succeed.

Growth and Promotion as Motivation Factors

The factors which are longstanding can result in the motivation of individuals to perform their best are growth and promotion in the firm as well as interesting work. As per the Motivator-hygiene of Herzberg (2002) the most effective method that can used to motivate employees is to establish opportunity and challenge for attainment into the work itself (Buchanan & Huczynski, 2001, p.23).

Furthermore, the theory of McClelland of 1961 provides the suggestion that the tasks which are challenging, but have attainable objectives, more responsibility as well as timely feedback for assignments that are innovative motivate individuals with higher achievement requirements (Berman, 2006, p. 234). Through the chance of training and promotion, an organization can develop the ability to strengthen the feelings of employees, such as recognition, achievement, and advancement. Training and promotion raise the costs of the company on the short term level, however, well motivated employees are able to cover the long term the cost (Brannman, 1997, p. 299).

Performance Management

One of the key features that have been used in most airlines such as SWA is performance management, and the application of performance transparency. Baron and Armstrong (1998, p.7) provided the definition of performance management by stating that, it is an integrated and strategic approach to deliver success, which is sustained to firms by enhancing performance of individuals working in them, and developing abilities of individual contributors and teams. Performance management can also be said to be a process or a way where the strategies as well as the objectives of the firm aligned or work hand in hand with the team and individual performance (Bilgriadi et al, 2005, p. 4).

This can be attained by aiding employees to comprehend what is required to be accomplished, and how every one of them has a role to play in leading the firm to success. Offering support to these employees so as to ensure that the entire team works efficiently and effectively as possible is significant in the management of team and individual performance.

To start with, SWA determines the three main dimensions of performance. These are the dimensions that also need to be borrowed by other airlines so as to ensure continuous morale and performance from employees. The three mentioned dimensions include shareholder gain, customer satisfaction, and employee wellbeing (Jon, 2000). It is important to make employees working in an airline to appreciate the significance of shareholders in the stability of the company.

In addition, since airline employees are always interacting with customers, management should ensure that they are motivated to serve. This is because it will affect the quality of services provided to the clients. Therefore, for any airline to reach its goals, research shows that the performance of the worker is crucial (Gittell, 2005). Airlines should therefore track and reward individual performance, and this should be followed by clear, straight, and immediate feedback. Airlines such as SWA have ensured that all employees are aware of the organizational goals and objectives and that their implications are understood (Grubbs-West, 2005, p.34). Therefore, whenever employees are aware of the goals of an airline, they are motivated to perform better both for their own benefits and to the benefit of the organization.

Another important factor is to ensure that all employees know how performance is measured, so that they can strive to fulfill all variables used as guidance. Thus, the SWA employees are aware of what to do so as to improve their levels of performance. The main point on performance starts with hiring and recruiting, and goes on in the entire performance appraisal, reward, and recognition processes (Jon, 2000). The comprehension of individual performances, organizational performance, and current performance contributes to the increased motivation of the employees.

Morale Issues for Performance Management

Rewarded Performance

With regard to recognition and rewards, the employees know what they will be given in return for exceptional work. The research will use SWA as a comparison as a result of its excellence in service and motivation of employees over the years. The researcher appreciates that even though there are other airlines to compare, the SWA is deemed relevant for this research as a result of the success of management to constantly motivate employees and ensure great service, one factor that is a challenge to other airlines. The entire airline of SWA has placed significance in the provision of quality service through the use of excellent customer approach in order to attain excellent performance. The airline also appreciates every employee as per their personal accomplishments by recognizing and rewarding good performance of employees and the people that are in charge of this are supervisors, and upper management. The result of this is collective energy in the entire organization, and an environment that employees enjoy. By rewarding the employees for good performance, SWA develops the ability to maintain job satisfaction, loyalty, as well as increased levels of motivation.

Torrington, Taylor, and Hall (2002) carry out an analysis of certain strategic aspects of an organization, and state that individual performance is improved when individual motivation, capacity, and skill is combined. Moreover, Bryman (2004, p. 34) states that performance management also encourages motivation to employees so that they can provide their best to the organization. By using this kind of system, employees are able to perform well so as to be rewarded for their efforts. In addition, performance management is an important motivator for all employees. There is also an importance of motivation in appreciating the performance of employees, as per the research of Buckley (2002, p. 12). This means that whenever the efforts of hardworking employees are recognized and rewarded, they are motivated to perform even better.

Baron and Armstrong (1998) provide a description for performance management by indicating that is a tool for raising the motivation as well as the commitment of employees to the organization. Managers are required to encourage their employees without necessarily looking over their shoulders, establishing commitment and motivation, measuring, reviewing, and rewarding performance. This is because well motivated staff will always provide good performance for any organization. This way, there is need for managers to take their time to comprehend the needs of people, and have the ability to provide encouragement as well as support. This is done so as to feel that their efforts are rewarded, and that their achievements are appreciated. Employees are able to make extra efforts that will enable them to sustain and lift good performance.

Empowerment

One of the main objectives of performance management is to offer opportunities for employees to express their expectations and aspirations concerning their work (Branscomb, 2008, p. 7). The resourcefulness of employees has to be utilized in line with the requirements as well as objectives of the firm. In addition, the values of employees have to be utilized along with the organization. This can be attained through the empowerment of employees as well as the facilitation of their responsibilities (Mullins, 2002, p.423). Performance management tries to attain a culture where individuals as well as teams take the responsibility to take part in, and communicate the activities required to be accomplished.

Motivation Aspects of Performance Management

The appraisal of performance, as per Taylor (2003) can promote and help both the firm and the employees. Employees can be disciplined or rewarded, counseled and coached. Performance appraisal poses as a break to any prevalent misunderstandings on that which employees are required to carry out at their job levels. The root of this is from the fact that the appraisal of performance offers the chances for communication, discussion, as well as a vehicle for negotiation enhancement on performance levels.

Expectations as well as duties are clarified, which provides the chance for employees to have an awareness of what is really expected from them. In addition, through rewarding, the performance appraisal can increase the morale of employees as well as offer incentives for employees in enhancing performance. The department of human resources has information which aids it in planning its activities. Also, communication and clarity between employees and line managers can aid a firm to align its objectives with performance of employees, and employees can therefore pay more attention to the goals of management (Taylor, 2003).

Summary

One of the most significant capitals present in businesses today is normally deemed to be employees, who in turn require good management. The content theories concern the things which have a great motivation impact on the behavior of an individual. Process theories concern the manner in which behavior is normally started or initiated, sustained, as well as directed. An approach that is different is one that was presented by Herzberg in the 2-factor theory. The theory derives its basis of the hierarchy of needs of Maslow. Nevertheless, he differentiated the hygiene, the growth or motivators as well as hygiene factors.

Moreover, the theory of Herzberg offers a strong link that is present between performance and motivation. In every component, the issues of reward require to play a central role to offer a people motivated to perform highly, dwelling on objectives of the organization. Good wages are said to be ranked in the group of the top five reasons that improve the motivation of individuals in their work. As per the Motivator-hygiene of Herzberg (2002) the most effective method that can used to motivate employees is to establish opportunity and challenge for attainment into the work itself

The center of modern business is when an employee has intelligence, skills, understanding, as well as experience. Organizations that demand this type of employee have to look at them as a managerial challenge. Performance management can also be said to be a process or a way where the strategies as well as the objectives of the firm are aligned, or work hand in hand with the team and individual performance.

The gaps that have been identified from the literature review include the conclusion that performance management is only effective when the efforts of the employee have been rewarded. The researcher has noted that such conclusions have been made from weak methodologies that need to be revisited. It is therefore the interest of the researcher to show that there are many other ways of improving performance of employees and motivating them, apart from just the use of rewards.

Herzberg 2 factor theory was chosen as the basis of this research because of its relevance in the aviation sector, and its significance in the research question of the thesis. The aviation sector is mostly about the provision of service and constant interaction to customers and employees that form a backbone of the organization. It is therefore imperative that the employees are constantly motivated and their performance evaluated in order to ensure that they are providing quality service to all customers. The theory is comprehensive in such a way that it derives its basis on other theories such as the hierarchy of needs of Maslow. By integrating these theories, the Herzberg 2 factor theory succeeds in addressing the most important factors that affect employees in their work place and how to tackle them. For instance, when addressing the issue of performance management and motivation, the theory talks about job security, salary, and working environment. It further explains how these factors are linked to performance and motivation, therefore deriving its relevance over this research.

The process theories as well as content theories might not be very relevant today as a result of changing business models over the years and the introduction of new methods of motivating employees such as the use of extracurricular activities. Therefore, even though certain aspects of this theory might seem relevant, the researcher will bear in mind the introduction of new and modern methods of monitoring performance and motivation of employees.