The Concise Encyclopedia of Management

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1) Motivation stems from the Latin word "movere", which means to move. "Motivation is some driving force within individuals by which they attempt to achieve some goal in order to fulfill some need or expectation" It is clear from the case study that Commonwealth Bank applies a spectrum of motivational theories to promote good customer service. The behavior of people is revealed by what motivates them. Performance is the result of both ability and motivation: Performance = function (ability x motivation). There are two different categories of motivational theories - content theories and process theories. Commonwealth is applying two main types of theories. Content theories emphasizes on what motivates people. Maslow's hierarchy of needs, Alderfer's ERG theory, Herzeberg's motivator-hygiene theory (Herzeberg's dual factors theory), and McClelland's learned needs or three-needs theory are some of the major content theories. The theories go in the specific things which actually motivate individuals at work and are concerned with identifying a person's needs and relative strengths. Process theories of motivation are about a cognitive rational process and concentrate on the psychological and behavioral processes that motivate an individual. Put simply, this is all about how people's needs influence and drive their behavior. People need to see what is in it for them and to sense that "fair play" is being exercised to all concerned. Clearly an understanding of this is foundational
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