Using either Maslow’s hierarchy of needs or Alderfer’s ERG theory, describe why Trader Joe’s employees provide such excellent service to customers.

How would a fixed ratio schedule and a variable ratio schedule be used in a workplace?

A fixed ratio schedule is when rewards are provided every set time the right behavior is demonstrated. For example, a salesman may receive a bonus for every tenth sale he makes.

A variable ratio schedule reinforces on a random pattern. For example, a manager may praise his employees on a very infrequent, occasional schedule.

138. List the stages of organization behavior modification.

1. Identify behavior to be modified.

2. Measure the baseline level.

3. Analyze its antecedents and outcomes.

4. Intervene.

5. Evaluate and maintain.

139. Briefly describe how process and need-based theories of motivation are useful to firms.

Need-based theories help a manager identify what people need to be motivated and will help make the work environment a place for satisfying those needs. Maslow’s hierarchy, Alderfer’s ERG and McClelland’s acquired needs theories are key in helping to identify such needs.

Process theories look at the mental processes of employees that are key in driving behavior. Equity, expectancy and reinforcement theories are useful in designing reward systems for a firm. Together the two groups of theories help make a workplace productive for firm and employees alike.

140. Describe how reinforcement theory has been successful in explaining ethical behavior.

The theories help managers understand how employees behave unethically. Process theories like reinforcement suggest that people will behave unethically if those unethical behaviors are rewarded. The need-based theories help the manager understand what the basic needs and desires of employees are that drive the behavior.

141. Give an example of how motivation is culturally bound.

Maslow’s hierarchy of needs is one such theory that is culturally bound. Financial satisfaction, for example, is a stronger predictor of overall life satisfaction in developing nations. In contrast, esteem needs are a more powerful motivator for industrialized countries.

142. List two tips a manager could use to make the discipline process more effective.

Consider whether the punishment is the most effective way of modifying the behavior.

Be sure that the punishment fits the crime.

Be consistent in your treatment of employees.

Document the behavior in question.

Be timely in discipline.

ESSSAY

143. Using either Maslow’s hierarchy of needs or Alderfer’s ERG theory, describe why Trader Joe’s employees provide such excellent service to customers.

Maslow’s hierarchy of needs presents needs in a ranked order beginning with physiological and then moving upward to safety, social, esteem and self-actualization. The theory suggests that once a need is satisfied, it no longer motivates behavior and the next higher order need becomes the driving force for behavior. Trader Joe’s, as one of the best paying retail organizations in that sector with an average full-time employee income of $40,150 annually, satisfies the physiological and safety needs of its employees. The atmosphere found in the store where employees happily cover for each other when one is missing and enthusiastically serve the needs of the customers, goes a long way to satisfying the social and esteem needs of employees. The quarterly performance evaluations facilitate career opportunities for employees, as does the autonomy afforded by many positions. Finally, the training opportunities provided by Trader Joe’s supports self-actualization. The specific program elements when viewed as a whole demonstrate the manner in which firms can use motivational theories to support employees as well as their own competitive goals.

The same argument can be made for how Alderfer’s model applies to Trader Joe’s. The only changes would be that Alderfer’s existence needs would replace the physiological and safety needs of Maslow; relatedness needs would replace social; and growth needs would replace the esteem and self actualization dimensions.