Case Study: Motivation, Culture, and OB Theories at Marks & Spencer

This case study examines Organisational Behaviour (OB) within Marks & Spencer, a multinational company dealing in clothing, home, and food products. It identifies key issues such as motivation and organisational culture, particularly concerning diverse cultural backgrounds leading to conflicts and decreased motivation among employees. The study applies various motivation theories, including ERG and Adam's Equity Theory, to address these challenges. Furthermore, it explores organisational culture theories like Hofstede's Cultural Dimensions to improve workflow and decision-making processes. Recommendations include adopting content and process motivational theories and leveraging Hofstede's model to maintain international relationships and enhance business goodwill. The report concludes that effective OB practices, motivation, and a strong organisational culture are crucial for Marks & Spencer's success.

Organisational Behaviour

Table of Contents
PART A Critical case study.............................................................................................................1
INTRODUCTION...........................................................................................................................1
MAIN BODY...................................................................................................................................1
Overview of Organisation......................................................................................................1
Issues face by Organisation....................................................................................................1
Relevancy of theories and concepts.......................................................................................2
Recommendations..................................................................................................................5
CONCLUSION................................................................................................................................5
REFERENCES................................................................................................................................7

PART A Critical case study
INTRODUCTION
Organisational behaviour is undertaken as the area wherein individual’s attitudes as well
as internal atmosphere are studies. Additionally, this describes the overall relationship within
entity and person. Moreover, the development and growth of business is directly based upon the
firm’s behaviours (Alblas and et. al., 2019). The efficacious and appropriate style of performing
can be observed into company in case workers perform their task in much extended manner. In
addition to this, it represents the inter-relation between lower as well as higher level of
management for handling the business in appropriate and efficacious manner. For completing
this report, Marks & Spencer organisation has been chosen. It is one of the well known and
leading multinational companies that mainly deal in selling clothes, home and food products. Its
headquarters is in London, United Kingdom. The topics which are going to be highlighted in this
report are overview of entity, theories and concepts related to issues. Apart from this some
recommendations are also provided in this report.
MAIN BODY
Overview of Organisation
Marks & Spencer is one of the well known and leading multinational companies that
mainly deal in selling clothes, home and food products. Its headquarters is in London, United
Kingdom. Moreover, it is founded by Michael Mark and Thomas Spencer in year 1884. Based
upon the estimation, the annual revenue in year 2020 was 10,181.9 million pounds. Out of that,
the retail brand revenue was 24.4 million pounds. Within United Kingdom, Respective brand
have around 76 stores which are explored into above 32 cities. Rather than overall number of
stores which is extended across the world is 1463.
Issues face by Organisation
As the multinational organisation like Marks & Spencer perform their operations into
across the world. So, they have to goes through various problems related to performance,
productivity, motivation, organisational cultures and others. Currently, the key focus is upon the
motivation and organisational culture. As within firms different individuals come from various
countries and also believe in different cultures. It may develops conflicts among them and the
1

understandings problems. In addition to this, they face the lower motivation issues. Therefore,
for resolving and dealing with it some theories are applied with workplace (Cross and Carbery,
2022).
Relevancy of theories and concepts
Theories of motivation
Motivation is considered as the procedures which initiates, directs and manage goal
oriented behaviours. Additionally, it is an encouragement which assists the firms like Marks &
Spencer to utilised staff understandings and competencies for the formulation as well as growth
of firm. In addition to this, it is an act to persuade the person who works within work area
(Hosain, 2019). As without any motivation, individuals cannot able to utilise its competencies
and capability appropriately that directly lower down the performance of business. For instance,
the management of Marks & Spencer should have to be adopting some motivational theory
which is discussed below:
Content theory: It represents the overall factors which cause changes in workers
expectations.
ERG Motivational theory: This was developed by Clayton P. Alderfer as well as he
modified Maslow’s requirements within three needs which are Existence, relatedness and
growth. These are explained below:
 Existence needs: It consists of Physiological necessities of people that is air, materials,
food sources and some extra. Alongside this, it contains wellbeing simply as security
needs which empower workforce to have a solid feel of reassurance at its workspace. The
Marks & Spencer’s manager can obtain these requirements of staff via running with them
motivations, rewards and others associated requirements of group of workers. Assuming
that this requirements are cultured then personnel get guide simply as carry out with full
strength and skilled towards the goals of organization.
 Relatedness needs: This necessity consists of confidence and social necessities which is
outer. All people required a successful reference to buddies, family and others for
interfacing with them simply as bring a societal function. In regard of Marks & Spencer,
high stage specialists may obtain these workforce conditions thru getting taken care of
out casual party with the intention that institutions will be created amongst companions.
2

It will pressure group of workers to have a very good sense of reassurance and agreeable
at workspace.
 Growth needs: Growth requirements pay attention upon self actualisation needs of
people. As for Marks & Spencer, manager may work with preparing and development
packages which facilitates subordinates for creating themselves consistent with the time.
This impact staff to emerge as extra creative simply as beneficial at some stage in
execution of labour.
Process theory: It is regarded as the theory which is applied to evaluate the psychological as
well as behavioural methods. Additionally, this is also helpful to determine the needs of
individuals which can affect the level of performance (Maio, 2020). In respect of Marks &
Spencer, their manager has to utilise motivation by evaluating their actual needs. For it, they can
adopt Adam’s equity theory which is described underneath:
Adam’s Equity theory
It is considered as a feasible speculation of cycle inspirational speculation that's created
thru John Stacy Adam and in view of two requirements. The underlying one is, stability amongst
end result and info is kept up with that's capability of body of workers is equivalent to the
consequences they were given. The subsequent rule is, employees did not experience separated
into workspace. It should be dealt with equivalent and reasonable way by way of high stage
administration (Miao, 2020). In regard of Marks & Spencer, the supervisor may deliver
advantage to their work pressure like paid leaves, clinical preparations and others to team of
workers who places its capacity for accomplishment of business enterprise's targets. It will rouse
people to give its capability and get awards from supervisors. Besides, it's going to enables
Marks & Spencer to obtain their goals in a success way in explicit time period.
Theories of Organisational culture
Organisational cultures are undertaken as the values and aspects of entity which firm
should followed through whole workers who are working within it. Moreover, this is vital to
have effective organisational culture within Marks & Spencer as this assists to improve the flows
of work as well as directs decision making process. Also, it have impacts upon the performance
and productivity as well (Morales-Sánchez and Pasamar, 2019). So, for dealing with the issues of
firm respective entity have to consider some theories that are described below:
Hofstede's Cultural Dimensions
3

Geert Hofstede's cultural dimensions theory that formed in 1980 by a Dutch management
researcher, it is a theory created to examine cultural changes between countries and to identify
how management is performed between several cultures. As per to it, it follows the suitable term
of structure that is utilized to distinguish between various cultures, cultural aspects, and the
impact of culture effectively and efficiently. As concerning Marks and Spencer, the management
applied Hofstede's model to maintain their relationship or deal with other countries by which
they can trade with them for a longer period of time (Gupta, 2021). Due to this, it will have a
positive impact on the goodwill of the business and it will help them to sustain in the field of the
market place for a long and effective period of time in an effective and efficient manner. As there
are six aspects to Hofstede's model of national culture. The cultural dimension represents
independent requirements for one situation of dealings over the other that distinguishes
countries. The model covers 6 dimensions like power distance index, individualism versus
collectivism, masculinity versus femininity, uncertainty avoidance, long versus short term
orientation, and indulgence versus restraint (Wang, 2021). It is also termed as a theory that has
been created framework that can be utilized for the aim of estimating different cultural variations
and identifying the suitable manner of the company that has to be conducted according to the
different cultures. Several terms of Hofstede's cultural dimensions of marks and Spencer are as
follows –
 Power distance – It is termed as an index that is referred to as an effective manner in
which there can be understanding in the society regarding unequal distribution of social
control of power (Manta, and et.al., 2021). In relation to Marks and Spencer, the
employees and executives are termed as equal and leaders are ready to increase their team
work according to the working environment.
 Uncertainty avoidance - It is termed as how individuals are treated at the time of dealing
with tough conditions. In context to the Marks and Spencer, they have a high term of
social control and organized structure, employees pose the essential decision making
terms.
 Individualism vs. Collectivism - In the management of Marks and Spencer, the staff
faculty is representing their general aspects as the primary stages concerning self and
neglecting the society or social terms at the time of making the culture more
4

individualistic (Xu, and Hao, 2021). As they maintain their dealing to achieve personal
responsibility and equality that is the mark of the society.
 Masculinity - It is termed as a dimension that is concerned with male potentials such as
materialism, aggressiveness, and so on.
 Femininity - It is linked with global qualitative life and comprehensive care for staff
faculty in the management.
 Long term vs. short term orientation - It is the sum of time selected for business strategic
decisions. In relation to the Marks and Spencer will concentrate on short term
profitability by modernization and research by which they can manage longer term
consumer dealings.
Recommendations
As per the above analysis, it has been recommended to Marks & Spencer that for resoling
and dealing with the issues of organisational culture and lower motivation. So, their management
have to adopt some content and process motivational theories as this is also helpful to determine
the needs of individuals which can affect the level of performance. In addition to this, they also
has to opt organisational culture theory like Hofstede's cultural model. It is so as this is helpful to
maintain their relationship or deal with other countries by which they can trade with them for a
longer period of time Also, this will have a positive impact on the goodwill of the business and it
will help them to sustain in the field of the market place for a long and effective period of time in
an effective and efficient manner (Wood, 2019). Additionally, various cultural dimensions in
respective model represent independent requirements for one situation of dealings over the other
that distinguishes countries. Along with this, it can be utilized for the aim of estimating different
cultural variations and identifying the suitable manner of the company that has to be conducted
according to the different cultures.
CONCLUSION
As per the above report, it has been concluded that Organisational behaviour is crucial
within workplace. This is so it describes the overall relationship within entity and person.
Moreover, the development and growth of business is directly based upon the firm’s behaviours.
The efficacious and appropriate style of performing can be observed into company in case
workers perform their task in much extended manner. In addition to this, it represents the inter-
5

relation between lower as well as higher level of management for handling the business in
appropriate and efficacious manner. Additionally, Motivation is vital as it assists the firms like
to utilised staff understandings and competencies for the formulation as well as growth of firm.
In addition to this, it is an act to persuade the person who works within work area. As without
any motivation, individuals cannot able to utilise its competencies and capability appropriately
that directly lower down the performance of business. Apart from this, it is essential for
organisation to have effective organisational culture as this assists to improve the flows of work
as well as directs decision making process. Also, it has impacts upon the performance and
productivity as well.
6

REFERENCES
Books & Journals
Alblas, G., Wijsman, E., van Noort, M. and du Pon, C., 2019. Organisational behaviour.
Routledge.
Cross, C. and Carbery, R., 2022. Organisational Behaviour. Bloomsbury Publishing.
Hosain, M.S., 2019. Unethical pro-organisational behaviour: Concepts, motives and unintended
consequences. Asia-Pacific Journal of Management Research and Innovation, 15(4),
pp.133-137.
Maio, G.R., Hanel, P.H., Martin, R., Lee, A. and Thomas, G., 2020. Setting the foundations for
theoretical progress toward understanding the role of values in organisational behaviour:
Commentary on “Values at work: The impact of personal values in organisations” by
Arieli, Sagiv, and Roccas. Applied Psychology, 69(2), pp.284-290.
Miao, Q., Eva, N., Newman, A., Nielsen, I. and Herbert, K., 2020. Ethical leadership and
unethical pro‐organisational behaviour: The mediating mechanism of reflective moral
attentiveness. Applied Psychology, 69(3), pp.834-853.
Morales-Sánchez, R. and Pasamar, S., 2019. How to improve organisational citizenship
behaviour by combining ability, motivation and opportunity: The moderator role of
perceived organisational support. Employee Relations: The International Journal.
Wang, J., Wang, G., Liu, G., Chu, Y. and Zhou, L., 2021. How abusive supervision affects
unethical pro-organisational behaviour: A moderated mediation examination of exchange
and proactive personality. Journal of Psychology in Africa, pp.1-7.
Wood, J., Zeffane, R., Fromholtz, M., Wiesner, R., Morrison, R.R., Factor, A. and McKeown,
T., 2019. Organisational behaviour: Core concepts and applications. John Wiley & Sons
Australia, Ltd..
7