Impact of Technology on Organizational Structures

This assignment delves into the profound influence of technology on modern organizational structures. It requires students to analyze how technological advancements have reshaped traditional hierarchies, communication patterns, and work processes. Case studies and relevant theoretical frameworks will be examined to illustrate the multifaceted impact of technology on organizations.

ASSESS THE IMPACT OF EMPLOYEE MOTIVATION ON SALES AND
PROFITABILITY IN AN ORGANISATION: A STUDY BASED ON MARKS
AND SPENCER
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Table of Contents
Chapter 1: Research Introduction..................................................................................................6
1.1 The purpose of the study.........................................................................................................6
1.2 Background information and scope of study...........................................................................6
1.3 Problem statement..................................................................................................................7
1.4 Rationale for the study............................................................................................................ 8
1.5 Research Objectives.................................................................................................................9
1.6 Research Questions................................................................................................................. 9
1.7 Significance of the study........................................................................................................10
1.8 Structure of dissertation........................................................................................................11
Chapter 2: Literature Review.......................................................................................................12
2.1 Introduction........................................................................................................................... 12
2.2 Explain any keywords/terms..................................................................................................12
Theoretical/conceptual models...................................................................................................13
2.3 Theories and Models of Employee motivation......................................................................13
2.4 Sales and Profitability theories and models...........................................................................17
2.5 Factors that motivate employees..........................................................................................18
2.6 Factors that develop sales and profitability...........................................................................19
2.7 Impact of employee motivation for sales and profitability....................................................19
2.7 Summary................................................................................................................................20
Chapter 3: Research Methodology..............................................................................................20
3.1 Introduction........................................................................................................................... 20
3.2 Research Philosophy..............................................................................................................20
3.3 Research method...................................................................................................................21
3.4 Research Approach................................................................................................................21
3.5 Research strategy.................................................................................................................. 21
3.6 Data collection method..........................................................................................................21
3.7 Method of data analysis........................................................................................................ 22
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3.8 Reliability, Validity................................................................................................................. 22
3.9 Ethics......................................................................................................................................22
3.10 Limitations of the methodology...........................................................................................23
3.11 Summary..............................................................................................................................23
CASE STUDY................................................................................................................................. 23
Chapter 4: Results and Findings...................................................................................................26
4.1 Introduction........................................................................................................................... 26
4.3 Questionnaire........................................................................................................................ 30
4.4 Summary................................................................................................................................33
Chapter 5: Discussion of Findings................................................................................................33
5.1 Introduction........................................................................................................................... 33
5.2 Support findings with literature.............................................................................................33
5.3 Conclusion............................................................................................................................. 35
Chapter 6: Conclusion and Recommendation..............................................................................35
6.1 Summary of study..................................................................................................................35
6.2 Contribution of the study to literature..................................................................................35
6.3 Recommendations for future study.......................................................................................36
6.4 Recommendation for M&S.................................................................................................... 36
6.5 Limitations of the whole study.............................................................................................. 37
6.6 Conclusion............................................................................................................................. 37
References list............................................................................................................................. 39
Appendices.................................................................................................................................. 42
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Abstract
The aim of the study is to study the different impact of employee motivation on the sales and
profitability of the organisation Marks and Spencer. The concept of employee motivation and
sales and profitability is also linked in this study.
In this study, the researcher has used the secondary data to find the different results relating to
employee motivation and sales and profitability. The research is done on the Marks and
Spencer organisation. The Maslow hierarchy model, PERMA model, 4-drivers model for
motivation and also Herzberg theory on motivation are also taken by the researcher in this
study. The different theories on sales and profitability like the united theory of profitability and
different factors that affect motivation are also discussed in details. It has helped the researcher
to carry out their study more successfully in the future.
The findings of the Mark and Spencer organisation are linked with the literature review section.
It has helped to critically analyse the different aspects of employee motivation on sales and
profitability of the organisation. The researcher has used the thematic analysis for completing
the study. This has helped the researcher to successfully complete the study in details.
It can be recommended that the Marks and Spencer organisation should motivate the
employees more by knowing their problems in details. They should give individual attention to
all the employees working in the organisation and solve their problems. It would help the Marks
and Spencer group to maintain a more harmonious relationship with the individuals and should
maintain a better workplace culture in the future.
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Acknowledgement
Developing this research is one of my best experiences in my life. It provides me the
opportunity to enhance the knowledge and analytical skill. I would like to thank my
supervisor ................................................... for the constant guidance and support during the
process of this research. Finally, I would like to thank professionals from Marks & Spencers who
have participated during the research survey provided the valuable inputs and inspired me
throughout the research process.
Heartfelt Thanks and warmest wishes,
Yours Sincerely,
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Chapter 1: Research Introduction
1.1 The purpose of the study
The purpose of the study is to assess the overall impact of employee motivation on the sales
and profitability of the organisation Marks and Spencer.
1.2 Background information and scope of study
As stated previously by Lazaroiu (2015, p. 12), the motivation of the employee affects the sales
of an organisation. The different motivation techniques like giving rewards to the employees,
which help the employees working in the organisation to increase their motivation and in turn
increases the overall sales of an organisation. There are various rewarding techniques like
giving hike in salaries and giving the employees a higher post in the organisation.
On the other hand, it has been stated by Ahmad et al. (2014:20), the motivation of the
employees of an organisation also affects the overall profit of an organisation. The different
motivation techniques help the employees to stay happy and so in results help the organisation
to achieve their desire profit in future (Bauer, 2014). It helps the organisation to achieve an
overall profit in every aspect. There is a presence of positive and harmonious atmosphere
between the employees working in the organisation and they feel motivated to complete their
work.
Background of organisation
The Marks and Spencer group is a multinational British retail company which has its
headquarters located in Westminster, London, the organisation, specialised in the areas of
home products, luxury products and produces different types of homemade products (Lester,
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2013). It has a net profit of over 1 billion in the market. It is also successfully enlisted in the
London stock exchange. It has over 853 stores in the whole of U.K
Figure 1: company logo of Mark and Spencer
(Source: Marksandspencer.com, 2017)
1.3 Problem statement
The lack of proper motivational aspects of the employees results in poor performance of the
organisation. It is seen that without proper motivation techniques like giving rewards
recognition and other types of initiatives like the salary hikes would cause lack of the
motivation of the employees in the organisation and affect the overall sales and profit of the
organisation. Especially in a retail organisation when the employees have to face customers
each day. Organisations mainly use the cost-cutting method to engage the staffs with using
social media network and congratulate the employees in achievement.
The low self-confidence of the employees and low expectation of success can create low
motivation to the employees. It has been seen that the employees working in organisations are
also facing the urge to do their work with extra motivation to complete their respective work.
The organisations are facing issue in making interest towards the job role than can lit the
passion to the employees and it leads to the sales growth and profitability to the retail
organisations(Ho et al.2015,p.1550)
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1.4 Rationale for the study
What is the issue?
The underlined researcher observed that the employees working in the organisation are greatly
motivated by differently motivated techniques like giving rewards to employees like giving
salary hikes gives extra incentives in their salary and gives different reward recognition on basis
of their performance in the organisation. In this underline study, it can be seen that the
effective motivational techniques are helpful in achieving the overall profit and sales of an
organisation (Wiek and Lang, 2016).
Why is it an issue?
It has been seen that without proper employee motivation in the organisation the employees
do not feel the urge to do their work in the organisation properly (Williams and Glisson, 2014).
It results also in creating less revenue for the organisation. It also affects the overall morale of
the employees working in the organisation. However, in this study, the underlined researcher
has found out the effectiveness of motivation on the employees, which in turn affects the
overall profit and sales of the organisation.
Why is it an issue now?
M&S has more than 76,000 employees in more than 810 retail stores all across the UK (M&S
2016). It has been seen that the lack of employee motivational techniques has affected the
overall sales and profit of the organisation. It has been observed that the effective motivational
techniques are necessary for achieving the overall sales and profit of the organisations.
Therefore, it is very much necessary for the organisation to successfully exhibit the different
motivational techniques to the different employees working in the organisation. M&S uses an
internal network that is Yammer, the management posts images and congratulate the workers
there. The organisation fails to be inspirational and innovate towards employees. Group
revenue was in the year 2016 £10.6 bn, however, international revenue was decreased by 0.4%
from the last year (Wiek and Lang, 2016)
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What does the researcher shed light on?
In this underlined research, the researcher sheds light on the effective motivational techniques
taken by Marks and Spencer group to increase the sales and profit in the overall market(Okeke
et al.2016,p.79)
1.5 Research Objectives
The objectives of the research are the straightforward objects for this case study. The following are the
objectives;
1. To recognise the strategies of motivating the employees
2. To identify the impact of employee motivation on sales and profit of Marks and
Spencer’s
3. To explore the different issues that Marks and Spencer’s are facing while
successfully implementing the employee motivation, which affects the sales and
profit?
4. To recommend some of the solutions to Marks and Spencer to exhibit the employee
motivation
1.6 Research Questions
The Research questions are the key questions which will be answered thought this research.
1. What are the strategies taken by the organisations to exhibit motivation on the
employees?
2. What is the impact of employee motivation on sales and profitability of Marks
Spencer organisation?
3. What are the different issues in motivation that Marks and Spencer face in exhibiting
to the employees which in turn affects the sales and profit?
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4. What could be some of the possible recommendations made by Marks and Spencer
to exhibit employee motivation?
1.7 Significance of the study
The
Figure 1: Figure 2: Structure of dissertation
(Source: Created by author)
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The underlined research has successfully identified the different factors which are responsible
for increasing the sales and profit by increasing the motivation of the employees. The
identification of these factors will help the organisation to find out different motivation
techniques for increasing the morale of the employees, which in turn would increase the overall
profit, and sales of the organisation. The underlying approach of increasing the motivation of
the employees would help the Marks and Spencer group to increase its overall sales and profit
of the organisation. In this method, it is possible to increase the overall motivation of the
employees working in Marks and Spencer group after completing the underlined research
technique on the competitive nature of Marks and Spencer group.( March and J.G.2013,p.22)
1.8 Structure of dissertation
Chapter 1: In the first chapter, the researcher has formulated aim and objectives of the
research. The researcher has also presented rationale of the research on which this particular
research conducted.
Chapter 2: The second chapter is all about the literature review where the researcher has
revived different types of articles, books and journals in order to analyse the gap of the
research in link with the research topic.
Chapter 3: The third chapter is all about the research methodology where the researcher
showed the how the research has been conducted and what types of research philosophy,
design and approach has been used.
Chapter 4: In the chapter, the researcher has analysed the gained and collected data based on a
source of the literature. The researcher has made in this chapter a good approach to figure out
the outcomes of the research.
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Chapter 5: This is the final chapter of the research. In this chapter, the researcher mainly made
final outcomes of the research and gave the suggestion of the future improvement. The
researcher has also depicted that whether the aim of the research achieved or not.
Chapter 6: This chapter is all about the self- reflection of research search. In this chapter, the
researcher mainly showed what they learnt and faced issues and challenges while doing this
research.
Chapter 2: Literature Review
2.1 Introduction
In this underlined research, two variables are chosen for conducting the research study. The
first variable is employee motivation and the second variable is sales and profit. The aim of the
study is to assess the overall impact of employee motivation on the sales and profit of the
organisation. Also, this chapter, many theories and models are also taken which relates to
employee motivation. There has been critical and through analysis of the models and theories
which relate to employee motivation and sales and profitability. The literature is concerned
very much with the variables and is most robust, dynamic and huge (Williams and Glisson,
2014). The literature review is also done to analyse the correct gap in the literature. The
underlined employee motivation techniques have helped to increase the overall profit and sales
of the organisation. In this following research, the researcher has taken the aid of different
journals, books and websites for successfully developing the topic.( Mani et al.2015,216)
2.2 Explain any keywords/terms
Concept of employee motivation
The employee motivation is defined as the overall commitment and the overall creativity of the
employees to successfully exhibit their skills in the organisation. The employee's working in an
organisation feels a great urge to work for them. It is a method by which the employees are
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motivated by different procedures like giving rewards and recognition to employees like
incentives for performance and salary hikes. (Schlaepfer et al.2015,p.1310)
Concept of sales and profitability
The overall sales of the organisation are defined as something in which the organisation can sell
more products than their expectations. The overall growth of the sales helps in the growth of
the company in terms of their revenue and helps to create a competitive advantage over their
rival organisations (Berge et al. 2014, p.30).
The profit of the organisation is defined as something in which the difference between the
amount of money earned and the money spent by the organisation is calculated. The increasing
of the profit in the organisation helps them to achieve a better position in the market than their
relevant rival organisations in the market(Morgan et al.2014,p.230)
Theoretical/conceptual models
2.3 Theories and Models of Employee motivation
Maslow hierarchy of needs
The Maslow hierarchy of needs is a theory of motivation, which follows a five division pyramidal
structure depicting the different needs of the human. The needs of the human can be divided in
Psychological needs, Safety needs, Self- esteem needs, self- actualization needs and love and
belonging needs (Malik and Naeem, 2013). The Psychological needs comprise of the basic
needs like the requirements that are needed by the humans for their survival. These needs
comprise the water, air and the food requirements for the survival in the world. The Safety
needs comprise of the different needs of the safety of finding a shelter for them during the
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occurrence of any natural disasters like floods or in cyclones. The self-esteem needs comprise
of the different needs of the people to feel always respect and they want to live with a high
dignity in the society (Lester, 2013, p.35). Maslow identified two versions of these needs the
higher and lower needs. The higher needs included the recognition of status, attention, prestige
and fame. The lower needs comprised of the depravity of the needs, which helps them in
feeling de-motivated and feels a sense of weakness in them.( Kern,et al.2015,p.265)
The self- actualization needs comprise of the successful realisation of the potential of an
individual. In this stage, the human try to depict in them all the desire that they want in their
life.
The love and belongingness stage comprises of the different attachments that the person tries
to find with their close friends, families. They want to form a strong bond with them and enjoy
the affection and successful belongingness with their close ones.( Karnatovskaia et
al.2015,p.210)
Figure 3: Maslow hierarchy of needs
9Source: Karnatovskaia et al. 2015:210)
Herzberg theory
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Herzberg theory is also known as a two-factor theory. This theory depicted that there is a list of
factors that affects the satisfaction of the employees and helps to bring in a satisfaction in the
jobs. The theory is classified into two factors like the hygiene factors and the motivational
factors (Malik and Naeem, 2013)
As stated by Karnatovskaia et al. (2015, p. 46), the motivational factors are those which helps
the employees working in the organisation to successfully complete their work without any
harassment. It includes the different reward recognition, a gradual sense of achievement,
responsibility, opportunity and growth opportunities (Wiek et al.2016,p.35)
The hygiene factors are those, which help the employees to do their work with no
dissatisfaction among them and help them to complete their work without any flaws. The
factors include the different paying factors, different company and administrative policies,
working conditions of the employee’s, fringe benefits, Job security and the different
interpersonal factors (Malik, 2013, p.50).
4-Drive Model of Employee Motivation
This model stated of four drivers that help in successfully motivating the employees working in
the organisation (Lester, 2013, p.45)
Drive 1
This drive comprises of the entire reward system, which is carried out by the organisation to
motivate the employees, and they feel the urge to complete the work without any delay. It
helps to differentiate between the works of the good employees with the employees who are
not good at their work. It helps to recognise them by giving rewards according to their status
and promote the position of the employee's working in the organisation (Lăzăroiu, 2015, p.56)
Drive 2
As opined by Wahlgren (2015, p. 56), this drive successfully inhibits the overall culture of the
organisation. It encourages the overall teamwork, increasing the values and increases in
developing the good relations with the families, friends.
Drive 3
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This drive successfully inhibits the basic structure of the organisation and the job, which are
performed by the employees within the organisation. The different job roles and the basic
structure of the organisation should be made clear to the employees that within the
organisation. It helps the organisation to achieve their objectives without any flaws (Lester,
2013).
Drive 4
This drive successfully inhibits the feeling of connection to the alignment in the organisation. It
helps to know successfully the overall performance management and the overall reputation of
the organisation. It has a strong vision, which helps to create a positive alignment with the
different employees working in the organisation (Choy, 2014, p.89).
Perma Model:
The PERMA model is a theory of motivation, which focuses on the basic motivations, which
includes the following:
Positive emotions
The people always want to exhibit positive emotions within them so that they can successfully
complete their work without any flaws. They want to exhibit positive emotions like happiness,
dance and run and make them joyful in every aspect (Kim et al.2015,p.520)
Relationships
According to Kern et al. (2015, p. 65), the people also tries to have good relations with the
management of the organisation which helps to successfully achieve the overall objectives of
the organisation. It helps the employees to work better for the organisation and achieve their
desired objectives.
Engagement
The engagement of proper work by the employees in the organisation helps them to achieve
their overall objectives as a whole. It also helps the employees to work with a free mind and
also help them to finish their assigned work within the stipulated time.
Meaning
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The structure and the job should be clearly stated by the organisation to the employees who
are working for them (Lester, 2013) It helps them to successfully finish the job with extra
motivation and increase their urge to do work.
Accomplishments
The employees working in the organisation should also try to sense their value of achieving the
work that is assigned to them. It helps to create a sense of urge and pride within the minds of
the employees working in the organisation (Williams, 2014, p. 70).
Figure 4: Perma Model
(Source: Seligman, 2012:23)
2.4 Sales and Profitability theories and models
Unified theory of profitability
The Unified theory of probability focuses on the three elements that are necessary to inhibit
more profit in their organisation. This theory gives importance on increasing the overall profit
and revenue of the organisation as a whole(Payumo et al.2014,p.28)
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The model focuses on the main priority of creating a growth, which helps them in increasing
their overall revenue. As opined by Schlaepfer et al. (2014:75), the theory focuses on turning
the different cost into profit centres. They focus on knowing the problems of the customers and
then sell the products according to the products that are made by the organisation.
The model focuses on giving importance to the customers who are the main prospects and
helps to create a more competitive advantage to the organisation in comparison to the rival
organisations (Malik and Naeem, 2013, p.87). They focus on the targeted customers who are
willing to buy the products of the organisation(Đurović et al.2016,p.140)
2.5 Factors that motivate employees
Reward system
The reward system is the basic factor that helps the employees to feel motivated all the time.
There are various types of rewards like intrinsic rewards, which take place within the
organisation like giving hikes in the salary of the employees and promote them to a higher
position within the organisation. The extrinsic rewards are those, which occurs outside the
organisation by giving incentives to the employees working in the organisation according to
their performance (Kim, et al. 2015, p. 82).
Style of leadership
The leaders in the organisation should be very effective and always helps the employees in
finishing their jobs. The leaders would always answer to any queries of the employees working
in the organisation related to their job (Gonos et al.2013,p.160)
Organisational climate
The overall climate of the organisation would be very good and there should be a harmonious
relationship between the management and employees of the organisation. It helps the
employees in motivating themselves (Mani et al. 2015:85).
Work structure
The work structure of the job should be clearly understood to the employees so that they have
no problems in completing their assigned jobs (Lester, 2013, p.45). They feel comfortable to
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finish their work within the time and help to achieve the overall objectives of the organisation
as a whole.
2.6 Factors that develop sales and profitability
Competition between the rival organisations
The inter-rivalry between the organisations helps them to achieve a competitive advantage
between them (Wahlgrén and Virtanen, 2015, p.35). This always helps the organisation to
follow the strict guidelines and be perfect so that the overall objectives of the organisations are
achieved and it helps in achieving greater profits for the organisation.
Advertising
The successful advertising techniques always help to increase the overall demand for the
products offered by the organisation to the various customers. It helps to attract more
customers, which in turn increases the overall sales and profitability of the organisation.
Objectives of the organisation
According to Bauer (2014, p. 88), the organisation always wants to increase the profit of the
organisation which urges the organisation to increase their market share. It helps them to gain
a more competitive advantage over others.
Management
The successful management is always required for achieving the long-term goals of the
organisation. It helps to create positive relations with the employees working in the
organisation which helps to increase the overall profitability as a whole.
2.7 Impact of employee motivation for sales and profitability
The motivated employees always find a great urge to work better for the organisation as a
whole. It helps the employees to work better for the organisation and work with better quality.
It helps the employees to be more satisfied with the job and also helps them to work with a
better teamwork within the organisation.
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2.7 Summary
The research is completely done on the effects of employee motivation on the sales and
profitability of the organisation. In order to understand the research study in details, various
theories regarding motivation and sales and profitability are taken and discussed in details. The
concerned theories and models taken in this chapter have successfully helped to carry on the
research in the next chapter, which contains the various research methodologies.
Chapter 3: Research Methodology
3.1 Introduction
In this section, the underlying researcher has given importance on the collecting the desired
information necessary for continuing the research work. The important data regarding the
research is carried on by collecting data from secondary sources. The significance of collecting
the secondary data helps in successfully achieving the different objectives and aims of the
study. The purpose of the research methodology is to successfully analyse the possible
outcomes of the following research work. This type of analytical approach will help in depicting
a clear perception about the different limitations that are faced by the concerned individual
while successfully conducting the research study. The underlying methodology helps to bring
out in clear about the extent of success of the research. The researcher has selected
appropriate research methods based on the problem and issues faced by Marks & Spencer. The
researcher has also explored the different types of journal and articles in order to achieve the
aim of the research.
3.2 Research Philosophy
The research philosophy is a process by which the researcher successfully carries out his
research in the future. The philosophy can be divided into realism, post- positivism, positivism
and interpretivism. Positivism deals with the different empirically facts that are noticed. In this
study, axiology is taken which is a level of research onion, which is outlined in details in the
different ethical considerations and values. The research onion is described as something which
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helps the researcher to develop the next work of the research in details. Axiology is defined as
the successful theory of life. It vividly depicts the use of gained knowledge (Karp, 2016, p.90).
In this study, the researcher considers the positivism philosophy as it provides with different
types of rational solutions.
3.3 Research method
In the study, the researcher has taken the qualitative data analysis which helps the researcher
has a large amount of data which depicts the overall way in which the research is carried out in
this particular study. This type of analysis helps the researcher to ensure and carry out the
overall description of the study in details.
3.4 Research Approach
The approach of the research is related to the formulation of a specific type of plan that is
useful in carrying on the research in future. According to Wiek (2016, p.95), there is two types
of research approach deductive and inductive approach.
In this study, a deductive approach of study is carried out so that the outcomes of the research
can be evaluated after successfully collecting the in formations about the various perceptions of
the different consumers about the pricing, quality and about the different features of the
product of the organisation.
3.5 Research strategy
The research strategy deals by knowing the depth of the research in details and also helps to
identify the basis of the research. It helps in carrying out the research in details and helps in
successful completion of the research. The researcher has adopted the research strategy to
successfully complete the research in details in future.
3.6 Data collection method
In this above study, data about the research has been carried out gathering the secondary data.
The researcher collects the secondary data from different journals, magazines, articles, books,
government reports and websites.
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3.7 Method of data analysis
In the study, the researcher has used secondary data to complete the research. In a case of
secondary data, the researcher has taken the aid of Thematic and content analysis in the
underlined research. The Thematic analysis is a qualitative research which exhibits the different
ways of recording the data (Choy, 2014, p.95). This analysis helps the researcher to successfully
find out the different data recording which helps the researcher to carry on the research
effectively in this study. The Content analysis also helped the researcher to systematically
evaluate each data used in the research .it helps the researcher to underline the different
aspects of his work according to the strict evaluation made by him. It has also helped the
researcher to successfully carry out the findings in the research in the future.
3.8 Reliability, Validity
In this study, the different journals and the books which are used by the researcher are valid
and reliable against the findings of the study. It has helped the researcher to successfully
complete the research in future.
3.9 Ethics
The above study has been successfully carried out according to the guidelines provided in the
Data Protection Act 1988. According to the following legal act, it is not allowed to reveal any
type of personal information to any type of the third party by the underlined researcher. The
procedures followed in this research have successfully maintained the reliability of the
information that is collected by the chosen individual after they have given their views to
participate actively in the following study.
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3.10 Limitations of the methodology
The limitations of the underlined research are concerned with the time and monetary
constraints. The lack of enough money has also made the underlined researcher to face
restriction in buying the premium journals which are necessary for carrying out the study more
effectively in future. The lack of enough time has also forced the researcher to complete the
study in a minimum amount of time.
3.11 Summary
In the above discussion, it can be observed that the research methodology helps to effectively
complete the study in a proper way. The positivism philosophy has been taken in this study,
which has helped to carry out the research in details in future. The deductive approach is also
taken in this study and the researcher to successfully complete the study does qualitative
analysis. The ethics and limitations of the research methodology are also discussed in details in
the study. The research is done with the help of secondary data and also qualitative data
analysis is performed in the study. The thematic analysis is done in the data collection methods
in this study.
CASE STUDY
The Marks and Spencer is a popular retail organisation in U.K. It always helps in building
excellent engagement of the employees working for them. The Marks and Spencer organisation
has always been giving importance on the engagement of the employees working for them. The
Marks and Spencer organisation has conducted the survey and found out that the employee
engagement adds a huge amount of success to the organisation. The Marks and Spencer
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organisation used the survey to know the different reviews of the employees working for them
in the organisation and used this strategy for achieving long-term goals of the organisation. It
also helps them to maintain a better work culture. After the completion of the survey, the
Marks and Spencer organisation has a better and clear understanding of the different emotions
of the employees working for them in the organisation. It also has helped them to know the
different factors that drive the organisation to achieve better success in the future and increase
their overall growth and market share. The survey also showed that better engagement of
employees has also helped to create a positive impact on the overall sales and customer service
of the organisation. The results have also helped the managers of the organisation to take
better commitments for improving the employee engagement process to a higher extent within
the organisation(Chenouard et al.2014,p.285)
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Chapter 4: Results and Findings
4.1 Introduction
In this study, the thematic analysis is used to analyse the findings of the study. The thematic
analysis is used to match the findings of the study with the employee motivation performance
of teams and it helps to find it to match with the motivation of employees in case of Marks and
Spencer’s case study.Definition of thematic analysis?
The findings chapter presents an interpretation of the findings using thematic and content
analysis. The following research objectives guides this study:
5. To identify the impact of employee motivation on sales and profit of Marks and
Spencer’s
6. To explore the different issues that Marks and Spencer’s are facing while
successfully implementing the employee motivation, which affects the sales and
profit?
7. To identify motivational strategies used at M&S
8. To make recommendations for Marks and Spencer on how to motivate employees
to achieve improvements in sales
Impact of employee motivation on sales and profitability
One of the research objectives of this study is to explore employee motivation on sales and
profitability. The findings shows that
4.2 Motivational strategies used at M&S
Theme 1: Marks and Spencer uses mix approach for employee motivation
The Marks and Spencer organisation takes the initiative of using a mixed approach to motivate
the employees working for them. There are a large number of stores of Marks and Spencer all
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over the UK the Marks and Spencer organisation makes use of different cost reducing methods
and also uses the latest technology to engage the different types of staff in the organisation.
They always try to encourage the motivation of the employees by giving them encouragement
for good performance of the employees. They also help to give incentives to the workers
according to the performance in their jobs. Thematic analysis is a very common form of
qualitative research which is used to examine themes within data. The term theme patron in
data used to describe phenomenon associated with a particular research.
Figure 5: M & S Employee motivation(Statista.com, 2017)
Theme 2: Marks and Spencer gives bonus to the wages to motivate the employees
The Marks and Spencer try to give incentives to the employees working for them. They try to
find out the details of the performance of the employees and gives the employees the
recognition by giving the bonus in the wages according to the performance done by him in his
assigned job. It helps the employees to be motivated and work with great efficiency for the
organisation.
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Figure 6: Staffs’ Reward(M&S 2017)
Theme 3: Marks and Spencer gives promotion in their job for employee motivation in solving
the workplace conflict and issues
The Marks and Spencer also recognize the performance of the employees working in the
organisation by giving the promotion to the different employees working. They analyse the
performance of the employees working in the organisation and give the employees the
recognition for their work. They are promoted to a higher post in the organisation, are provided
with better facilities, and increase in salaries.
28

Figure 7: Employee retention and motivation
(Source: Corporate M&S, 2017)
Theme 4: Marks and Spencer sees growth in profitability and sales through employee
motivation
The Marks and Spencer analyse the performance of the employees and conduct a staff party for
the employees. The staff party is given by the organisation to the success of the working of the
employees in the organisation. It helps the employees with hard work as they feel happy overall
in their mind and perform the given work with great enthusiasm.
Table 1:: Profitability of Marks and Spencer
Results 2016 (in £ million) March 2015 (in £ Millions) % of the year
Total revenue 10,555.0 10,311.0 +2.4
UK 9,475 9,220 +2.6
Underlying profit 780 762 +2.9
UK 725 675 +8.4
Before tax (profit) 680 660 +4.2
Basic EPS 35p 33p +3.8
29

(Source: Statista, 2017)
Figure 8: M & S profitability
(Source: Statista, 2017)
4.3 Questionnaire
Q1. What are the factors that motivate an employee?
Options No of respondents Total respondents Percentage
Proper job
environment
Pay Scale
Incentive or rewards
Q2. What is required to maintain growth in the organisation?
Options No. Of respondents Total respondents Percentage
Effective team work
Innovating new
strategies
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Proper work place
culture
Q3. Do you think motivation helps in improving the quality of work?
Options No. Of respondents Total respondents Percentage
Yes
No
Q4. How much motivation is provided to an employee to work properly in an organisation?
Options No. Of respondents Total respondents Percentage
Monetary rewards
Non-monetary
rewards
Q5. What are the ways by which organisation can improve their sales?
Options No. Of respondents Total respondents Percentage
Customer satisfaction
Promotion
Public relation
Q6. What are motivation techniques that are adopted by M&S?
Options No. Of respondents Total respondents Percentage
Rewards
Bonuses
Awards
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Q7. Do you think the sales of a company depend upon the motivational factors involved in the
organisation?
Options No. Of respondents Total respondents Percentage
Yes
No
Q8. Are you satisfied with the motivation that is provided in M&S?
Options No. Of respondents Total respondents Percentage
Yes
No
Q9. Do you think monetary rewards motivate an employee more than non-monetary rewards?
Options No. Of respondents Total respondents Percentage
Yes
No
Q10. What are the recommendations that can be made to motivate employees?
Options No. Of respondents Total respondents Percentage
Bonus
Performance
acknowledgement
Rewards
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4.4 Summary
In these study, the Marks and Spencer use thematic analysis to motivate the employees
working for them. It analyses the performance of the employees working in the organisation by
giving them performance incentives in their wages which urge the employees to work better for
the organisation. It also helps in yielding better productivity for Marks and Spencer
organisation. They also give promotion, increases wages of the employees to help the
employees to perform better for the organisation. It also yields better production for the
organisation. The above findings are used in the study below to match with the literature in the
next section of the research to carry out the research successfully.
Chapter 5: Discussion of Findings
5.1 Introduction
In this study, the analysing of the findings that are found in the previous section are linked with
the literature section. The different findings of employee motivation are linked with the
theories discussed in the literature review section. A brief conclusion is also given at the end of
the study.
5.2 Support findings with literature
Theme 1: Marks and Spencer uses mix approach for employee motivation
The underlying theme is used by Marks and Spencer organisation to motivate the employees
working in the organisation. The following example can be aligned with the Herzberg
motivation theory used in the literature review section of the study. The Marks and Spencer use
the performance incentives to motivate the different employees working in the organisation. In
the Herzberg Motivation theory the different motivational techniques are identified which
includes giving incentives in the salaries of the employees working in the organisation. The
Marks and Spencer organisation has introduced different types of gift cards for the customers
in the organisation. It has helped to increase the motivation of the employees to a greater
extent. On the other hand, the McDonald’s restaurant uses the scheme of rewarding the
employees with the different types of rewards in the salary.
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Theme 2: Marks and Spencer gives bonus to the wages to motivate the employees
The Marks and Spencer organisation uses the procedure of giving the different bonus in the
wages of the employees. The bonus scheme is introduced according to the good performance
of the organisation. The underlying theme is aligned with the PERMA model of employee
motivation used in the literature review section. The PERMA model suggested that the
employee motivation can be done by giving different performance incentives like giving a bonus
to the employees working in the organisation. This initiative helps them to yield a better
productivity of the organisation.
Theme 3: Marks and Spencer gives promotion in their job for employee motivation in solving
the workplace conflict and issues
The Marks and Spencer also use the promotional techniques to recognise the good
performance of the employees and helps them to be motivated in doing their assigned work.
The underlined technique of Marks and Spencer can be aligned with the Maslow theory of
Hierarchy used in the literature review section. This theory also states that the psychological
needs of the employees working in the organisation should be fulfilled. It helps to motivate the
employees and includes the different recognition rewards of the employees, which include the
promotion of the employees to a higher position in their job working in the organisation, and
solves the different conflict issues of the different employees working in the organisation. There
also should be better communication between the management and the employees working in
the organisation.
Theme 4: Marks and Spencer sees growth in profitability and sales through employee
motivation
The Marks and Spencer organisation analyses the overall growth in their sales and increase
their profits and motivates the employees. The following is aligned with the united theory of
profitability mentioned in the literature review section. It states that the employees should
always be motivated by giving them different types of rewards according to the overall profit
and sales of the organisation seen in their graph. The overall profit revenue of the Marks and
Spencer group is $10.6 bn. Its international revenue is $1.1 bn. There are over 914 stores of
Marks and Spencer group in U.K. and 82, 950 employees work in the organisation. The total
34

revenue is $10, 555.4bn.These profit and sales analyses help to motivate the employees further
and improve the work done by them.
5.3 Conclusion
In this part, the different findings of the Marks and Spencer group are aligned with the different
theories used in the literature review section of the study. These themes are used to increase
the motivation of the employees to a large extent so that it helps to increase their overall
productivity.
Chapter 6: Conclusion and Recommendation
6.1 Summary of study
In this research, the different aspects of the impact of employee motivation on the sales and
profit of the organisation are provided in details. In the study, it can be seen that employee
motivation is directly linked to the sales and profit of the organisation. The overall increase of
employee motivation helped employees to work better for the organisation. In this study. The
different motivation techniques include an increase in the salary, giving promotion, incentives
according to the performance done by the employees in the organisation (SOURCE). The
employee motivation is better understood with the help of different theories and models. This
study has effectively given the different aspects of employee motivation and discussed its
impact on profit and sales of the organisation. It has helped the researcher to successfully
conduct his research.
6.2 Contribution of the study to literature
In this study, the effect of employee motivation on the sales and profitability of the
organisation are discussed in details. In the literature review part, various theories and models
are taken on motivation like Maslow hierarchy of needs, PERMA model, 4- drivers of motivation
and also Herzberg theory to critically understand the employee motivation. The literature
35

review section has also introduced many theories like on sales and profitability like the united
theory of profitability and also assessed different factors affecting the sales and profitability of
the organisation. These theories and models have helped the researcher to successfully carry
on the research in the future by the researcher for the further study.
6.3 Recommendations for future study
In this study, the impact of the employee motivation on the sales and profitability of the
organisation is assessed. It helped the researcher to carry on the research in the future for
more study. It can be recommended that the other researchers who would like to research
further about the research can conduct their research on employee engagement and also on
maintaining hard work by the employees working in the organisation. This would help the
different researchers to bring out more new results for further study. It would also help other
organisations to know the different aspects that would help them to maintain a better
workplace and work culture in their organisation.
6.4 Recommendation for M&S
The organisation Mark and Spencer has ranked sixth among the top UK organisation in the retail
sector but threat to sustain or survive in the same position is very huge due to competition and
other factors. Even to grow more and achieve a higher rank is as difficult as launching the self
that is the organisation afresh. There are multiple sections in which strategy and plans are
required or certain improvisations are required to survive in the market or grow economically.
The drop in the share is the current issue on which recommendation is required since the market
share had dropped to 11%. The reasons behind this are considered high price of the products
according to the experts. The organisation should develop a plan that is strategically tactful in
handling the issues within and outside the organisation in its impact on the organisation. Te
organisation should work with its experts and finance department carry out the budgeting that
will propagate the goal of pricing the products reasonably, so that the sales growth is not
affected.
The organisation does not incorporate in promotional activity much, which is highly
recommendable for the growth of any organisation. The more any organisation does the
promotion of its products, the more it reaches to more consumers who are capable of becoming
future customers. The organisation does not even go for promotion in organisational level or in
36

accordance with stores, which are, affects the image of Mark & Spencer giving chance to other
competitors. The organisation is weak in the application of public relation campaigns that is a
negative aspect in the part of the organisation. The organisation should go more open in
involving the public so that it gets more exposure in the market. Mark & Spencer should utilise
the opportunities available in the particular sector. This includes the penetration in the segments
of the markets. Moreover, the organisation should try out tools like survey of the public in order
to know the characteristics of the products of the competitors
6.5 Limitations of the whole study
The limitations of the study are described in the lack of time and the constraints of the money.
The lack of time has affected the researcher to obtain more data that is given in the form of
qualitative analysis used in the above research. The lack of proper fund has also restricted the
researcher to gather proper secondary data with the use of the websites, journals and
magazines related to the above study. It has restricted the researcher to improve the quality of
the research more by not getting more accessibility to use the different information from
various magazines, journals, newspapers.
6.6 Conclusion
In this study, the various aspects of employee motivation are assessed in details on the sales
and profitability of the Marks and Spencer organisation. In the first part, the background of the
organisation is given in details. The problem statement is also identified in the study and
rationale of the study is also provided in the study. The research questions and research
objectives are also formulated for the study. In the literature review study, various theories and
models on employee motivation and sales and profitability are given which helped to carry on
the study in the future. The various research methodologies are also used in the study. The data
collection methods and data analysis is also carried out in details. The secondary data is taken
in this case. The case study of Marks and Spencer is also discussed and the results and findings
of the research are linked to the literature section of the study. The limitations and
recommendations of the study are also discussed in details which have helped to conduct the
research more successfully in future.
37

38

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Appendices
Appendix 1
Timeline of dissertation
Major Activities Week 1 2 week Week 3 Week 4 Week 5 Week 6
Selection of Topic
Reviewing of
literature
Developing
Research
Methodology
Collection of
secondary data
Analysis and
interpretation of
data
Findings
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Conclusion and
Recommendation
Final submission
43