Motivating Employees in Service Businesses

This assignment delves into employee motivation within the context of service businesses. It requires an analysis of Herzberg's Two-Factor Theory and its practical application in motivating retail salesforces. Students are expected to draw upon relevant academic literature, including texts by Kotni & Karumuri (2018), Lovelock & Patterson (2015), Luthans et al. (2015), and Ozguner & Ozguner (2014), to support their arguments and provide insightful recommendations for effective motivation strategies in the service sector.

MANAGING PEOPLE IN
ORGANISATION

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
Process of recruitment and selection......................................................................................1
TASK 2............................................................................................................................................6
Motivational theories and techniques.....................................................................................6
TASK 3..........................................................................................................................................11
Factors that enable effective cooperation and affects an individual behaviour....................11
CONCLUSION..............................................................................................................................15
REFERENCES..............................................................................................................................16

INTRODUCTION
Management of people in an organisation is crucial because it will help to manage and
control different operational activities which lead towards profitability and production. The
report will cover process of recruitment and selection followed by Harrods associated with job
advertisement, specifications, description and resume. The advantage and disadvantage of
recruitment and selection process is also covered in this report. Motivational theories in order to
drive performance of employees within firm along with their advantages and disadvantages are
also covered in this report. Finally, the report will demonstrate factors that have an impact on
individual behaviour and performance associated with recommendations to manage effective
cooperation within firm.
TASK 1
Process of recruitment and selection
Recruitment and selection process: Recruitment and selection process is very important for an
organisation in order to recruit new and best employees for the business effectively. This process
will help managers to fill vacancies in the firm by recruiting new candidates for the appropriate
post. Employees who are already working in the firm have more opportunities to promote
themselves towards the higher post and work. Job advertisement is one of the effective methods
used in recruitment and selection process to promote promotional activities. The process begins
with advertisement and end up with interview process where the best candidates are chosen by
management. The process of recruiting and selecting workers for Harrods depends on an
individual’s skills and knowledge (Bendell, 2017). Recruiters work for providing recruiting and
staffing service for the firm that has an important role to improve and develop the labour forces.
The procedure is very crucial for Harrods that it will help to recruit and select the best worker in
the business who is capable of managing and controlling different organisational operational
activities.
JOB ADVERTISEMENT FOR HARRODS
Harrods is looking for a Manager for its branch in UK.
POST- MANAGER
WORK PLACE- Harrods, UK
SALARY- $25,000
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POLICIES
 1 YEAR BOND
 SECURITY AMOUNT WILL BE DEDUCTED $3000
 LEAVES APPLICABLE WITH RULES AND REGULATIONS
 TERMS AND CONDITIONS APPLY
JOB DESCRIPTION
JOB PURPOSE
Harrods is looking for a Manager for its branch in UK and this will be done by recruitment and
selection as well as the interview process. The Manager should have good knowledge of
business management, abilities to manage workers at workplace and must be able to control
various activities within business.
DUTIES AND RESPONSIBILITIES
 The manager is responsible for undertaking certain elements of business in order to
understand things such as employee’s management, work allocation, resources
management etc.
 Ensure the management and controlling works, marking and preparation of training and
development program to develop and improve workers’ performances.
 Provide the proper management and employment facilities, health and safety securities
and welfare provisions.
 Annual meetings and arrangement works will be undertaken.
 Consider the work including planning, evaluation of strategies and plans, improvement
and development (Derudder and Witlox, 2016).
 Proper knowledge of business objectives/strategies/functions and further work will be
carried out.
 Support all the workers and other board members in business at all times.
 Should be able to participate in committee team meeting and internal verifications and
process of making plan and policy.
 Responsible for managing and controlling staff development program and appraisal
procedure.
 The manager should consider, collaborative consultancy and research agreed by
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management and also be a part of leadership responsibilities.
 Liable for the firm daily operations and different activities.
 Have responsibilities of workers’ health and service programs and policies.
 Duty to take responsibilities of avoiding the injuries to himself and also employees at
workplace.
PERSON SPECIFICATIONS
BASIS ESSENTIAL DESIRABLE
Qualification The candidate requires a degree in
business management activities from a
certified university or college and must
have working experience of 2 years in
any firm.
Experience Experience will help managers to
understand things in better way so that
candidates must have experience of
managing employees at workplace
towards their work and resource
management.
The manager should be able to
manage and control financial and
non-financial activities and
resources within firm effectively.
Ability and
skills
 Should be a part of management
and committee team meetings to
work effectively and efficiently.
 Ability to plan ahead of
deadlines and be a well
organiser.
 Nature should be flexible,
effective communication skills
and good relationship
management with co-workers
and employees.
 The manager should have
ability to deliver knowledge
and services to workers in
order to plan and manage
different resources.
 Skills to manage
improvement and
development activities and
programs within business.
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 Potential and motivational.
 Successful manager for firm in
order to maximise profitability
and production.
RESUME
DONALD SMITH
Brand academy of health and services near Vegas road
opposite UK bank
United Kingdom
56985421547
OBJECTIVES
My main objective is to complete work with passion, potentiality and effectiveness with my
skill and knowledge. I am passionate about my work and like to achieve success in life.
QUALIFICATIONS
 Passed 10th with 77%
 Passed 12th with 88%
 Business Management course from United Kingdom University of Management in
Business
 Diploma in Management of Resources and Employees at workplace.
 Degree in Management Skills and Performances.
SKILLS
 Specific and effective management in business.
 Knowledgeable of business resources and different strategy and planning activities.
 Strong and effective written and oral skills.
 Attractive personality.
 Appropriate knowledge of Harrods business activities.
 Self-motivator and hard worker.
Managers are responsible for managing and controlling recruitment and selection
activities and programs within Harrods. The process is very crucial because it helps to find
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skilled and knowledgeable workers for the firm in a specific time effectively. In order to do that,
job advertisement, job description, person specification and a resume is provided above in order
to understand the roles and responsibilities of manager within in the context of Harrods. The
recruitment and selection process begins with job advertisement in which current manager
advertise the post of manager in the market through different platforms and activities such as
social media, contacting people, magazines etc. in addition to this, appropriate candidates will
send their resume to company website and will be called for interview process after shortlisted.
The interview process will be managed by current manager of Harrods and board and committee
members effectively. Several questioned will be asked by managers and members in order to
identify and evaluate proper management skills and abilities (Drucker, 2018). The questions will
be asked on the basis of resume addressed by board members and manager. Finally, the best
candidate will be selected to understood Harrods management and roles as well as
responsibilities effectively.
Reputation: There is a domino effect on business by recruiting and selecting the best candidates.
Employee also feels encouraged that the new manager will help them to complete their task on
time. This will increase respect perspective in the firm in both employee and other committee
member. It will also help to increase profitability and production in order to change customer
perception towards firm in the market in a positive manner effectively.
RECRUITMENT PRACTICES
It can be said that there are mainly two types of recruitment and selection process such as
internal and external.
Internal recruitment method: Internal recruitment refers to encouraging employees within firm
to fill vacancies that it is great opportunity for them. Workers, who are already working in
business have opportunity to promote themselves for manager post before anyone applies from
outside the business (Goffee and Scase, 2015). This will help to motivate employees in order to
achieve individual objectives and goals effectively.
External recruitment method: There are many sources of external recruitment and selection
such as social media platform, media advertising, online recruiting and job fair etc.
Job fair: Job fair is an exposition or fair organised by a business for the purpose of matching job
seeker and people who seek for a job (Halibozek and Kovacich, 2017). The business is also able
to involve minimum qualification and previous employment which is required by managers and
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where the information is provided by current managers regarding roles and responsibilities
effectively.
Media advertisement: Media advertising is also an effective way from which the firm is able to
provide information regarding manager vacancy in the market towards candidates. TV,
magazines, social media and newspaper are some example of media advertising to achieve
promotional goals and objectives.
Advantages and Disadvantages of recruitment and selection method
The main advantage of this process is to workers already working in Harrods that they
are able to promote themselves towards manager post. Effective and efficient employees are able
to fill vacancy that they are now familiar with firm in much less time and also well known of
business operational activities (Goldratt, 2017). This will also help to reduce cost of various
promotional and advertising activities as well as needs of development and training programs
effectively. It will help organisation to achieve financial goals and objectives which leads
towards profitability and success effectively.
Apart from all of this, there are some disadvantages also associated with recruitment and
selection process. The firm has limited choices while recruiting internally. Employees working
in the firm acknowledge a limited environment and unable to create innovation and creative idea
which drive business performances. However, promotions also can be resulted in inefficiency as
it only focussed on the service lengths rather than values and it may be a good thing for
inefficient candidate as they will not need to work hard in order to prove that they are worth to
stay in Harrods.
Thus, it can be said that recruitment and selection process is very crucial for firm in order
to find the best and appropriate candidates to fill the vacancies effectively (Harmon, 2015). This
will also help Harrods to improve its business functional and operational activities from which
they can gain more profitability and production. It will help to achieve desired goals and
objectives.
TASK 2
Motivational theories and techniques
Harrods is a luxury department store located on Brampton road in knights-bridge,
London. Now, it’s owned by state of Qatar. In 1824, “Charles Henry Harrods” established the
business. He ran this business very well. Harrods had been in business for 160 years. It has 4000
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employees and 3,500 agency. It's a quality and good luxury department store. The company have
330 department stores of products and service; the products are clothing for woman, man as well
as children and jewellery, sporting gear, toy, pet and pets’ accessories, furniture, stationary, gift,
house wear, home appliance, health and beauty items and so much. A shop includes 32
restaurants in shop serving anything, there is beauty spa, barber shop, food delivery service etc. it
has a brand value in market. The employees worked there happily and they work in team. They
improve their own communication skills (Alshmemri and et.al., 2017). Harrods follow Maslow's
theory which depends on basic needs of humans. This theory also defines the five needs of
people in life (Healy, K., 2016). They are physiological need, safety need, social belonging need,
esteem need and last is self-actualisation need. This all needs are people in life the first need is
physiological needs are the most survival , without it people cannot survive.
Physiological needs are air, water, food, clothing and shelter. Those are very common
and basic needs of human’s life; after physiological need, human needs safety needs which
include safety for family, financial safety, childhood safety, disaster safety etc (allatah, and
Syed, 2018.). All people need secure life because no one knows what can happen in life. After
this need, humans desire social belonging needs like friends, family, colleagues, partners, lover,
close friends etc., people needs close friends with share personal talks, secrets they feel good,
people needs loves in life who love so much and understand there feelings of hearts, they need
great partners who makes feel good, colleagues who play with enjoying life(Baqutayan, ,2015).
They want good relationship to spend whole life with him/her. According to Mas-low's esteem
needs, people need self decision in life, having a good status, having a good respected life,
having fame in life. To achieve lots of opportunities in life, to live respected life. All are the
things people want in life to live. Those needs play important role in human’s life because every
human being wants to live respected life. After that, human needs self-actualisation need is like
how people are self-depended, how they make self decision in life, how they face challenges in
life, how thinking, learning etc. Role of this need in human’s life is become self dependent and
work themselves all needs can full-fill its own level. The Mas-low's theory says humans want so
many needs in life but these are five basic needs what people wishes in life.
Maslow's theories applicable Harrods business because they provide such things what people
needs in life. Like Harrods provides services for foods, cloths, rooms jewelry. They fulfil the
first basic need of people, seconds they give enjoying facilities of all peoples where they
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enjoying with friends partners, lovers, where can spend quality time with partners(Ozguner and
Ozguner, 014). About safety need there facilities for peoples who stay there, safety for food and
health and security facilities. The Harrods set the mind for people come there store all products
are they can be provide. Customer can full-fill there all needs.
Advantages Mas-low's theories- mas-low's theories advantages describe all the hierarchy needs
of humans(Bexheti and Bexheti, 2016.).
 It is easily acceptable and applied.
 It's a motivation goal of to live life.
 The Maslow’s theory is especially applicable in business world. For example-they
understand the basic need of employees, job security and recognise for the task well
done.
 In business world, it creates familiar environment to work honestly.
 In the safety need, people can prepare for all the accidental difficulties.
Disadvantages of Maslow’s theory-
 In a physical needs people faces problems.Maslow's claim that people will not motivate
by higher order goal.
 In self-actualisation, the people become so much egoistic.
 The people highly demands for service.
 They do anything for fulfilling their needs.
The mas-low's theories depends hierarchy needs. They need motivate to work hard and
full-fill the needs. For the example- employee work harder they successfully gain knowledge and
become good business man. Its main impact of business is people knows what they want in life,
they trying to achieve them.
Herzberg's theory- This is also known as two-factor theory. First is “motivators”.
It’s based on satisfaction or no satisfaction, and second is “hygiene factors” that is about
dissatisfaction and no-dissatisfaction.
The hygiene factors include pay, company policy, benefits, status, job security etc.
The pay factors include the salary department and pay for all, company policy factors includes
all the policy of company, job security and they should include dress code, breaks, vacations etc.
Physical working conditions should provide health security, health care, family befits, employee
help programs. The job security factors describe that company provides job security to
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employee. Physical working conditions factors includes the company provide well physical
equipment and the equipment should be well maintained (Bouzenita and Boulanouar, 2016).
Motivational factors- this factors describe the employee's motivation, how to motivate
employee for work and performing job. And employee must have a sense to recognize all the
work given by manager, the employee holds the opportunities and work And perform well(Hur,
Y., 2017). The work is always meaningful and under-stable. The employee must manage a
growth of company, employee must increasing the growth of company. In motivational factors,
the employee must a satisfaction for work. According to Herzberg’s theory, they work like
motivate to self. Employees find the job where they have satisfaction of job, if they don't get
satisfaction, they quit. The employee must know about job and get knowledge on this and they
are responsible for all work (Kotni and Karumuri, 2018.). The manager motivates all the
employee to work in team.
The Herzberg's theory how to applicable for Harrods department: according to Herzberg's
the employee of departments its motivated its own work, they worked in a team. The department
fame's are based on employees because the employees handle the customers. They are growth of
department if they are satisfied to work there they continue otherwise they quit(Reed, and
Watmough, 2015).
ALDERFER’S THEORY
There are three main theories introduced by Alderfer known as ERG which stats for
Existence, Relatedness and Growth needs effectively. These three are described below:
Existence needs: These are the physiological needs of an individual which is associated with
security and safety with all the necessities effectively. Such needs already exist in an individual’s
life and affect the operational activities effectively. This will also have a significant impact on an
individual living standard.
Relatedness needs: Relationship is important between employees in order to feel free and
manage operational activities. Family member, friend and people all around are the members to
maintain an effective relationship for an individual (Hatten, 2015). These needs are also referring
to Maslow’s social needs effectively and efficiently.
Growth needs: This can be filled by effective knowledge and skills that will help an individual
towards effective growth and development to achieve goals and objectives effectively. Self-
assessment is a process that will help employees to increase personal growth and improvement.
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In respect to this, training and learning programs will help employees to improve and develop
their skills and knowledge which leads towards productivity and profitability.
Advantage and disadvantage of ERG theory
Alderfer’s ERG theory is more consistent with our knowledge of theory and individual
differences among people. It can be said that every individual have various importance and need
depends upon family background, education level and cultural environment (Kapferer, 2017).
ERG theory takes the strong points of the earlier content theories but it is less restrictive and
limiting as compared to others. The theory is also very effective and relevant as compared to
Maslow theory effectively. A qualified person will give value to growth needs more than
existence and social needs. Person who belongs from a poor family will focus on existence
needs.
There are some disadvantages also such as the ERG theory does not have any clear
guidelines. The theory says that three needs are important for every individual in his life. This
theory has a new concept as compared to the Maslow theory. Needs are different for every
individual that there is no specific needs associated with any individual that it is depended on
individual background and education level effectively.
PROCESS THEORY OF VROOM” S EXPECTANCY
Expectancy: Expectancy refers to the efforts provided by an individual during his work at
workplace in Harrods effectively (Lovelock and Patterson, 2015). He believes in his efforts
which will help to achieve desired goals and objectives and lead business towards success. Hard
work is possessed by this theory in which Harrods employee will accept their success by hard
working.
Instrumentality: In this, an individual believes that there is a connection between objectives and
goals as well as activities. This will be done by instrumentality and employees will perform
effectively in their individual tasks in order to accomplish goals and targets. It will help them in
terms of rewards and incentives provided by management for the best performances.
Valence: It can be described as a certificate or degree, which show the success of a worker in
terms of his or her own results towards work effectively (Luthans, Luthans and Luthans, 2015).
This will also help to motivate others which lead towards organisation’s success. In addition, it
will lead towards profitability and production.
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TASK 3
Factors that enable effective cooperation and affects an individual behaviour
Employees working in the firm are main elements for Harrods in order to achieve desired
goals and objectives which lead towards production and profitability. It can be said that
employees have different work in business but they all work for a common objective that
behaviour and attitude will affect the operational activities and work. There are a lot of factors
that affects behaviour of an individual at workplace effectively (MacDonald and Coffield, 2015).
The main factor is personality which is different for every worker and individual in business.
Personality will differ on the basis of background, skills and knowledge as well as education.
This will also help to determine the value and way of thinking that in a major role efficiently.
Status maintained by workers at workplace during work will also affect the behaviour
effectively.
For an example, the behavioural trait of a manager, who coordinates and leads the team
will be different to those of the people who work under him, due to the difference in their skill
level, status and power (Mackey and Sisodia, 2014). Geographical area and organisation culture
is also helpful to determine and evaluate behaviour. The behaviour is also connected with
production capabilities and level of performance of an individual at workplace. Thus,
management is responsible for managing and controlling different activities of employees within
firm in order to manage their behaviour effectively. Positive behaviour of employees will help to
increase production and profitability which drive business towards success and lead to profits.
Negative behaviour will affect the sales and productivity. There are some outside factors also
exists that affects an individual positive and negative behaviour within business as discussed
below:
Age: Age is a common factor that affects an individual behaviour at workplace in many different
ways effectively. In addition to this, if an employee is old aged and working in the firm should
be managed by business in terms of their relevance and necessities (Mackey and Sisodia, 2014).
Young age employees are more capable towards increasing profitability and production which
has a significant impact on business.
Sex: It can be said that men are more capable then women in terms of physical tasks and
hardworking activities. Women should follow trade unions in order to provide better services and
efforts to them. Employers, generally feels that women employee is sincerer and will show
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greater commitments toward the job and tasks. This is the main reason for Harrods to prefer
women workers in business operational activities effectively.
Education level: Education level is also different for every employee that it also affects the
behaviour in terms of skills, knowledge and abilities. Person with educational qualification is
more effective and put more efforts rather an uneducated person in the firm. The work will be
managed and controlled well with such workers (Mayfield, Mayfield and Sharbrough 2015).
Physical abilities: Physical abilities refer to the stamina, strengths and body coordination
associated with skills and knowledge for an individual. This will also affect the behaviour in
terms of strong and weak physical activities that affects work.
Intellectual abilities: It personifies a person intelligence, verbal and analytical reasoning
abilities, memory as well as verbal comprehension which affect the behaviour at workplace in
terms of both positive and negative.
Race and culture: Race can be described as physical feature which is shared by a similar group
of people effectively. Culture is various for every individual that they all belongs from different
nations which affects the behaviour. Traditions, traits, culture, customs and religion are some
factors in which a person thinks differently from any other.
Self-awareness: Self-awareness can be described as a feeling of an individual towards task and
how he performs with his abilities. Managers are responsible for deciding appropriate work
which will help to increase self-awareness effectively.
Perception: Perception is referring to an intellectual process in which transform sensory stimuli
into a useful and important information and data. Moreover, perception is how an individual
behaves, thinks, reacts, judges and interrupts from his own behaviour and mind that affects
behaviour at workplace effectively.
For an example, Ali went to a fast food store business and likes the customer services
provided by them that he will now think positive about the fast food outlet and will inform others
to join (Powell and Enright, 2015). The positive perception of Ali will help to enhance
profitability and sales effectively.
Attitude: Attitude is the abstract learnt reaction or say, response of a person’s entire cognitive
process over a time span. For an example, working experience of an individual will improve and
develop indifferent citizenship attitude of firm.
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FACTORS THAT ENABLE EFFECTIVE COOPERATION
There are a lot of factors which helps Harrods to enable effective cooperation at
workplace and environment effectively. Effective communication, operational activities and
team spirit should be managed well that it will provide effective and efficient cooperation within
firm. Stakeholder and supply chain are two main factors of business which provides services and
delivers raw materials. Capital should be increased in order to manage business operational
activities which will be done by effective sales and production. Harrods structure is too
hierarchical as per the managers that some changes are required. The new organisational
structure should be based on employee’s roles and responsibilities (Rosemann and vom Brocke,
2015). It will help to enhance job satisfaction, enrichment, opportunities and employment at
workplace. This can be done by managing strategies and plans that help to build a new and
effective structure for growth and development perspective.
According to the managers, leadership level is also very poor that new appointment of a
manager is required to manage and create a positive environment for employees. This will help
to motivate and encourage them to take decision on their own roles and responsibilities
effectively. For an effective cooperation, the vision should be clear to all the workers and roles
should be delegated to increase efficiency and skills. For an example, leadership is the main
factor to deal with customers in order to engage their minds towards the vision of business.
Verbal and non-verbal communication will also help to enable effective cooperation within
Harrods by providing understanding towards strategies and plans. Strategies and plans are
formulated by upper level management in order to achieve desired goals and objectives.
Communication process can be driven by sharing information and knowledge to co-workers
within business. Managers are also responsible to communicate with workers in order to solve
conflicts and issues effectively. Communication will also help to manage and control day to day
operational activities that will help to bring peaceful and positive environment within Harrods
which leads towards success. Workers are also responsible for managing communication
activities which will help to transfer information regarding business operational activities.
Managing relations will also provide effective benefits towards effective cooperation within
business. Managers are the key elements of effective cooperation that they are able to motivate
employees towards their work which will help to increase sales and profitability. This will
enhance their skills and knowledge effectively. Building a team spirit not only provides everyone
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the opportunity to get to know each other better but also help to create an environment where
everyone feels they have some investments in the outcomes (Santos, Pache and Birkholz, 2015).
Team bonding will help to improve communication channels and lead towards a positive
environment within business at workplace. This will help managers to control financial and non-
financial activities by enabling effective cooperation.
RECOMMENDATION
Human workforce and operational activities both are crucial for Harrods in order to
improve and develop effectively. Some recommendations are provided below supporting with
Maslow theory and models. The theory described below is in the context of Harrods:
MOTIVATION THEORY OF MASLOW- HIERARCHY OF NEEDS
To achieve lots of opportunities in life, to live respected life. All are the thing people
want in life to live. Those needs are important role in humans because every human wants to live
respected life. After that human needs self actualization need is like how people self depended,
how they self make decision in life, how they face challenges in life, how thinking, learning.
They need motivate to work hard and full-fill the needs (Sayles, 2017). For the example-
employee work harder they successfully gain knowledge and become good business man. The
employee must manage a growth of company, employee must increasing the growth of company.
In motivational factors the employee must a satisfaction for work. good relationship to spend
whole life with him/her. According to Maslow's Esteem needs people need self decision in life,
having a good status, having a good respected life, having fame in life. Opportunities in life, to
live respected life. All are the thing people want in life to live. Those needs are important role in
humans because every human wants to live respected life.
Maslow's theories applicable Harrods business because they provide such things what
people needs in life. Like Harrods provides services for foods, cloths, rooms jewellery. For an
example- employee work harder they successfully gain knowledge and become good business
man. Its main impact of business is people knows what they want in life, they trying to achieve
them (Vohra, 2014). Thus, this will help to achieve desired goals and objectives associated with
motivational techniques to improve and develop performances of employees within the firm
effectively (Wagner and Compton, 2015). Motivational techniques will drive employees’
performance and make them able to achieve individual goals and targets.
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CONCLUSION
It can be said from the given report that recruitment and selection process is very
important for the firm in order to bring new employees to drive business performance
effectively. This will also help to improve and develop operational activities from which the firm
is able to achieve desired goals and objectives which lead towards production and profitability.
This will also help to reduce cost of various promotional and advertising activities as well as
needs of development and training programs effectively. Motivational techniques will drive
employee’s performance and make them able to achieve individual goals and targets. Such
techniques will also help to create a positive and peaceful environment which will motivate
employees to work hard. Factors such as age, sex, level of education etc. affects the behaviour of
employees at work place and also drives effective cooperation which leads towards profits for
Harrods.
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