Quiz Chapter 13

Motivation at The Container Store There are many motivation theories. Part of what makes a given manager a high performer is his or her ability to motivate workers. The more managers understand about motivation, the better they are at choosing the appropriate motivational technique for given circumstances. The Container Store recognizes this and uses many types of motivational techniques. Because they are so successful at motivating employees, turnover at the Container Store is 11 percent in an industry which regularly sees 100% or greater turnover. How well can you identify the motivational theories that underlie the Container Store's efforts? Read the case below and answer the questions that follow. Kip Tindell and Garrett Boone founded The Container Store in Dallas, Texas, in 1978, and Tindell currently serves as CEO and chairman (Boone is chairman emeritus). When they opened their first store, they were out on the floor, trying to sell customers their storage and organization products that would economize on space and time and make purchasers' lives a little less complicated. The Container Store has grown to include 79 stores in U.S. markets from coast to coast; whereas the original store in Dallas had only 1,600 square feet, the stores today average around 25,000 square feet. The phenomenal growth in the size of the stores has been matched by impressive growth rates in sales and profits. Managers at The Container Store are often found on the shop floor, tidying shelves and helping customers carry out their purchases. And that, perhaps, is an important clue to the secret of their success. The Container Store has been consistently ranked among Fortune magazine's "100 Best Companies to Work For" for 17 years running. In 2016 The Container Store was 14th on this list. Early on, Tindell and Boone recognized that people are The Container Store's most valuable asset and that after hiring great people, one of the most important managerial tasks is motivating them. One would think motivating employees might be especially challenging in the retail industry, which has an average annual turnover rate of 100 percent or more. At The Container Store, however, annual voluntary turnover is less than 10 percent, a testament to Tindell's and other managers' ability to motivate. Tindell and Boone have long recognized the importance of rewarding employees for a job well done with highly valent outcomes. For example, the average annual pay for salespeople is around $48,000, which is significantly higher than retail averages; and employees receive merit pay increases for superior sales performance. To encourage high individual performance as well as teamwork and cooperation, both individual and team-based rewards are given at The Container Store. Some high-performing salespeople earn more than their store managers, which suits the store managers fine, as long as equitable procedures are used and rewards are distributed fairly. Professional development is another valent outcome employees obtain from working at The Container Store. Full-time salespeople receive over 240 hours of training their first year, and all employees have ongoing opportunities for additional training and development. Employees also have flexible work options and flexible benefits; medical, dental, and 401(k) retirement plans; job security; a casual dress code; and access to a variety of wellness programs ranging from yoga classes and chair massages to a personalized web-based nutrition and exercise planner. Another valent outcome is the opportunity to work with other highly motivated individuals in an environment that exudes enthusiasm and excitement. Not only are The Container Store's employees motivated, but they also look forward to going to work and feel as if their coworkers and managers are part of their family. Employees feel pride in what they do—helping customers organize their lives, save space and time, and have a better sense of well-being. Hence, they not only personally benefit from high performance by receiving highly valent outcomes but also feel good about the products they sell and the help they give customers. Tindell and other managers at The Container Store evidently have never lost sight of the importance of motivation for both organizations and their members.

. . .

According to Herzberg, satisfying hygiene needs is a more efficient way to ensure high levels of job satisfaction than satisfying motivator needs

False

Identifying the right behavior for positive reinforcement is a straightforward and easy task.

False

Which of the following is true about Alderfer's ERG theory?

It states that when people experience need frustration, they focus upon a lower-level need.

According to the expectancy theory, which of the following is true about instrumentality?

Managers promote high levels of instrumentality when they link performance to desired outcomes.

Which of the following managers is driven by intrinsic motivation?

Manuela, who works hard because of the sense of satisfaction that doing so gives her

Which of the following is true about extrinsic motivation?

The source of motivation is the consequences of the behavior, not the behavior itself.

According to Maslow's hierarchy of needs theory, the lowest level of unmet needs in the hierarchy is the prime motivator of behavior.

True

The Scanlon plan motivates employees to propose and implement cost-cutting strategies because they can receive a percentage of the cost savings.

True

According to Herzberg's motivator-hygiene theory, which of the following outcomes helps to satisfy motivator needs?

a sense of accomplishment

Betsy McLaughlin enjoys tackling new concepts, being an entrepreneur, and challenges. She has a high need for

achievement.

Hot Topic encourages employees to move around in the company to develop new types of teams and to take on new challenges. This helps to motivate them by filling their need for

achievement.

At The Container Store, employees and managers enjoy and look forward to coming to work. They feel that their coworkers and managers are part of their family. The Container Store enables workers to fulfill Maslow's ________ need, the need for social interaction and friendship.

belongingness

Hot Topic has no walls in the work space to help workers fulfill which of Maslow's needs?

belongingness

According to the expectancy theory, in what way can a manager boost the expectancy levels and motivation of employees?

by expressing confidence in their competence and capability

The goal-setting theory

considers how managers can align the input of employees with organizational goals.

Betsy McLaughlin states that it is important to her employees to be recognized for what they contribute. On Maslow's hierarchy, this would motivate people through their need for

esteem.

Hot Topic promotes from within. Workers know that if they perform well, they may be promoted from the store to the headquarters. This is an example of instrumentality, a part of ________ theory.

expectancy

The concert reimbursement program is an example of a(n) ________ motivator.

extrinsic

The Container Store has been in business for almost 40 years. Employees can look back at its history and see that The Container Store has consistently rewarded high performance. Employees therefore have high ________ beliefs, according to expectancy theory.

instrumentality

A "passion for the product" works as a(n) ________ motivator.

intrinsic

Betsy McLaughlin loves the team, enjoys the people she works with, and takes pleasure in working alongside people she genuinely likes as human beings. These all act as ________ motivators for her.

intrinsic

Which of the following outcomes satisfies hygiene needs, according to Herzberg's motivator-hygiene theory?

job security

According to Herzberg's theory, the empowerment of the workers at Hot Topic, the interesting work, and the recognition of excellent performance would be classified as ________ needs.

motivator

The Container Store pays wages that are well above the average for the industry. When a company offers employees pay that enables them to have a home and food and the other basic necessities of life, it is fulfilling Maslow's _____ need.

physiological

At The Container Store, some high-performing salespeople earn more than their store managers. However, the case points out that this is okay with the managers because the managers feel ________ justice has been satisfied.

procedural

When John violated the company's code of ethics, he was suspended for eight weeks without pay. This is an example of

punishment.

Jonas perceives that he works harder and performs better than a number of his coworkers, yet he is paid less than those coworkers. Jonas is likely to be motivated to

put forth less effort on the job.

When Betsy McLaughlin, CEO of Hot Topic, finds out that most employees cannot imagine themselves as retiring from the company, she

says it is just that they are young.

The Container Store offers a great deal in the way of professional development, opportunities to enhance one's knowledge and skills and to increase one's potential. This means The Container Store helps workers fulfill their ________ need.

self-actualization

At a departmental meeting, Beatriz's manager revealed a current issue and proposed a solution. Beatriz had encountered similar issues and she was confident that she could solve the problem, so she accepted the challenge. Beatriz's behavior was influenced by

self-efficacy.

The case states that "some high-performing salespeople earn more than their store managers." Most people who earned less than those working under them would probably feel this represents ________ inequity.

underpayment

Shin perceives that his wages are less than that of coworkers who perform the same job tasks. This is an example of

underpayment inequity.

The case suggests that one reason for the success of The Container Store is that it offers ________ rewards—rewards that are desired by the workers, as motivators.

valent

A few weeks ago, Kenny started working as a caterer in the kitchen at a hospital. His job involves visiting patients and taking meal orders, preparing the meal trays, and then delivering the meals to the patients. Kenny noticed that Stella, another caterer with a couple years of experience, has good interactions with the patients. Kenny watched how she introduces herself to the patients and then he started using introductions similar to Stella's. This is an example of

vicarious learning.