HRM Project

On
Employee Satisfaction and Morale
Boosting.

Presented by:-

Index
Topic

Page no.

Introduction

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History

Models on Job Satisfaction

Measuring job satisfaction

Myths relating to Job

Satisfaction

Best Practices

Role of Employee
Satisfaction and Morale
Boosting

Job satisfaction
Job satisfaction describes how content an individual is with his or her
job.
The happier people are within their job, the more satisfied they are said to be.
Job satisfaction is not the same as motivation, although it is clearly linked. Job
design aims to enhance job satisfaction and performance, methods include job
rotation, job enlargement and job enrichment. Other influences on satisfaction
include the management style and culture, employee involvement,
empowerment and autonomous work groups. Job satisfaction is a very important
attribute which is frequently measured by organizations. The most common way
of measurement is the use of rating scales where employees report their
reactions to their jobs. Questions relate to rate of pay, work responsibilities,
variety of tasks, promotional opportunities the work itself and co-workers. Some
questioners ask yes or no questions while others ask to rate satisfaction on 1-5
scale (where 1 represents "not at all satisfied" and 5 represents "extremely
satisfied").
The concept of job satisfaction traditionally has been of great interest to social
scientists concerned with the problems of work in an industrial society. A number
of consequences have been shown to result from job satisfaction/dissatisfaction.
Despite the large number of studies that have dealt with these issues, however,
there has been little accumulation of knowledge.

Definitions
Job satisfaction has been defined as a pleasurable emotional state resulting from
the appraisal of ones job;an affective reaction to ones job;and an attitude
towards ones job.

History
One of the biggest preludes to the study of job satisfaction was the Hawthorne
studies. These studies (1924-1933), primarily credited to Elton Mayo of the
Harvard Business School, sought to find the effects of various conditions (most
notably illumination) on workers productivity. These studies ultimately showed
that novel changes in work conditions temporarily increase productivity (called
the Hawthorne Effect). It was later found that this increase resulted, not from the
new conditions, but from the knowledge of being observed. This finding provided
strong evidence that people work for purposes other than pay, which paved the
way for researchers to investigate other factors in job satisfaction.
Scientific management (aka Taylorism) also had a significant impact on the study
of job satisfaction. Frederick Winslow Taylors 1911 book, Principles of Scientific
Management, argued that there was a single best way to perform any given work
task. This book contributed to a change in industrial production philosophies,
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causing a shift from skilled labor and piecework towards the more modern
approach of assembly lines and hourly wages. The initial use of scientific
management by industries greatly increased productivity because workers were
forced to work at a faster pace. However, workers became exhausted and
dissatisfied, thus leaving researchers with new questions to answer regarding job
satisfaction. It should also be noted that the work of W.L. Bryan, Walter Dill Scott,
and Hugo Munsterberg set the tone for Taylors work.
Some argue that Maslows hierarchy of needs theory, a motivation theory, laid
the foundation for job satisfaction theory. This theory explains that people seek
to satisfy five specific needs in life physiological needs, safety needs, social
needs, self-esteem needs, and self-actualization. This model served as a good
basis from which early researchers could develop job satisfaction theories .

Models of job satisfaction

Affect Theory
Edwin A. Lockes Range of Affect Theory (1976) is arguably the most famous job
satisfaction model. The main premise of this theory is that satisfaction is
determined by a discrepancy between what one wants in a job and what one has
in a job. Further, the theory states that how much one values a given facet of
work (e.g. the degree of autonomy in a position) moderates how
satisfied/dissatisfied one becomes when expectations are/arent met. When a
person values a particular facet of a job, his satisfaction is more greatly impacted
both positively (when expectations are met) and negatively (when expectations
are not met), compared to one who doesnt value that facet. To illustrate, if
Employee A values autonomy in the workplace and Employee B is indifferent
about autonomy, then Employee A would be more satisfied in a position that
offers a high degree of autonomy and less satisfied in a position with little or no
autonomy compared to Employee B. This theory also states that too much of a
particular facet will produce stronger feelings of dissatisfaction the more a
worker values that facet.
Dispositional Theory
Another well-known job satisfaction theory is the Dispositional Theory. It is a very
general theory that suggests that people have innate dispositions that cause
them to have tendencies toward a certain level of satisfaction, regardless of
ones job. This approach became a notable explanation of job satisfaction in light
of evidence that job satisfaction tends to be stable over time and across careers
and jobs. Research also indicates that identical twins have similar levels of job
satisfaction.
A significant model that narrowed the scope of the Dispositional Theory was the
Core Self-evaluations Model, proposed by Timothy A. Judge in 1998. Judge argued
that there are four Core Self-evaluations that determine ones disposition
towards job satisfaction: self-esteem, general self-efficacy, locus of control, and
neuroticism. This model states that higher levels of self-esteem (the value one
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places on his/her self) and general self-efficacy (the belief in ones own
competence) lead to higher work satisfaction. Having an internal locus of control
(believing one has control over her\his own life, as opposed to outside forces
having control) leads to higher job satisfaction. Finally, lower levels of
neuroticism lead to higher job satisfaction.
Job Characteristics Model
Hackman & Oldham proposed the Job Characteristics Model, which is widely used
as a framework to study how particular job characteristics impact on job
outcomes, including job satisfaction. The model states that there are five core
job characteristics (skill variety, task identity, task significance, autonomy, and
feedback) which impact three critical psychological states (experienced
meaningfulness, experienced responsibility for outcomes, and knowledge of the
actual results), in turn influencing work outcomes (job satisfaction, absenteeism,
work motivation, etc.). The five core job characteristics can be combined to form
a motivating potential score (MPS) for a job, which can be used as an index of
how likely a job is to affect an employee's attitudes and behaviours----. A metaanalysis of studies that assess the framework of the model provides some
support for the validity of the JCM.

Measuring job satisfaction

There are many methods for measuring job satisfaction. By far, the most
common method for collecting data regarding job satisfaction is the Likert scale
(named after Rensis Likert). Other less common methods of for gauging job
satisfaction include: Yes/No questions, True/False questions, point systems,
checklists, and forced choice answers. This data is typically collected using an
Enterprise Feedback Management (EFM) system.
The Job Descriptive Index (JDI), created by Smith, Kendall, & Hulin (1969), is a
specific questionnaire of job satisfaction that has been widely used. It measures
ones satisfaction in five facets: pay, promotions and promotion opportunities,
coworkers, supervision, and the work itself. The scale is simple, participants
answer either yes, no, or cant decide (indicated by ?) in response to whether
given statements accurately describe ones job.

The work itselfresponsibility, interest, and growth.

Quality of supervisiontechnical help and social support.
Relationships with co-workerssocial harmony and respect.
Promotion opportunitieschances for further advancement.
Payadequacy of pay and perceived equity vis--vis others.

The Job in General Index is an overall measurement of job satisfaction. It is an

improvement to the Job Descriptive Index because the JDI focuses too much on
individual facets and not enough on work satisfaction in general.

Other job satisfaction questionnaires include: the Minnesota Satisfaction

Questionnaire (MSQ), the Job Satisfaction Survey (JSS), and the Faces Scale. The
MSQ measures job satisfaction in 20 facets and has a long form with 100
questions (five items from each facet) and a short form with 20 questions (one
item from each facet). The JSS is a 36 item questionnaire that measures nine
facets of job satisfaction. Finally, the Faces Scale of job satisfaction, one of the
first scales used widely, measured overall job satisfaction with just one item
which participants respond to by choosing a face.
Some general myths relating to Job Satisfaction.
Argument: Satisfaction Causes Performance -If job satisfaction causes
high levels of performance, the message to managers is quite simple: To
increase employees work performance, make them happy. Research, however,
indicates that no simple and direct link exists between individual job satisfaction
at one point in time and work performance at a later point. This conclusion is
widely recognized among OB scholars, even though some evidence suggests
that the relationship holds better for professional or higher level employees than
for nonprofessionals or those at lower job levels. Job satisfaction alone is not a
consistent predictor of individual work performance.
Argument: Performance Causes Satisfaction :If high levels of
performance cause job satisfaction, the message to managers is quite different.
Rather than focusing first on peoples job satisfaction, attention should be given
to helping people achieve high performance; job satisfaction would be expected
to follow. Research indicates an empirical relationship between individual
performance measured at a certain time period and later job satisfaction. A basic
model of this relationship, based on the work of Edward E. Lawler and Lyman
Porter, maintains that performance accomplishment leads to rewards that, in
turn, lead to satisfaction. In this model rewards are intervening variables; that is,
they link performance with later satisfaction. In addition, a moderator variable
perceived equity of rewardsfurther affects the relationship. The moderator
indicates that performance will lead to satisfaction only if rewards are perceived
as equitable. If an individual feels that his or her performance is unfairly
rewarded, the performancecausessatisfaction relationship will not hold.
Argument: Rewards Cause Both Satisfaction and Performance : This final
argument in the job satisfactionperformance controversy is the most
compelling. It suggests that a proper allocation of rewards can positively
influence both performance and satisfaction. The key word in the previous
sentence is proper. Research indicates that people who receive high rewards
report higher job satisfaction. But research also indicates that performancecontingent rewards influence a persons work performance. In this case, the size
and value of the reward vary in proportion to the level of ones performance
accomplishment. Large rewards are given for high performance; small or no
rewards are given for low performance. And whereas giving a low performer only
small rewards initially may lead to dissatisfaction, the expectation is that the
individual will make efforts to improve performance in order to obtain greater
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rewards in the future. The point is that managers should consider satisfaction
and performance as two separate but interrelated work results that are affected
by the allocation of rewards. Whereas job satisfaction alone is not a good
predictor of work performance, well-managed rewards can have a positive
influence on both satisfaction and performance.

What kindles dissatisfaction?

Earnings or benefits
Job quality or workplace support
Lack of appreciation
Stagnation or no growth
Lack of freedom

Best Practices -Employee Satisfaction .

1) Recruiting and Hiringit all starts with this
2) Provide a Career / Skill Path
3) Employee Development and Training
4) Strong Supervisors / Good Coaching
5) Work Environment / Company Culture
6) Rewarding work / empowering employees.
7) Recognition (first) and Reward (second)
How to keep Employees Engaged and Happy?
Strengthen work environment
Make improvements to mould the company as an employer of choice
Treat employees as an important part of the organisation
Encourage participation in various planning and decision-making aspects
Offer meaningful work and challenging assignments to effectively utilise
staff skills
Empower employees and ensure them of job security.
Provide legitimate feedback, genuinely listen to staff concerns and make
their interests a management priority

Role of Employee Satisfaction & Morale Boosting.

Seven social learning processes and strategies were identified that relate to Job
Satisfaction
and Morale. These are:
_ Conditions of Service,
_ Recognition & Reward,
_ Organizational Loyalty to Workers,
_ Workplace Design,
_ Job Significance,
_ Performance Management, and
_ Loyalty to the Organisation.
These seven elements of Job Satisfaction and Morale align with components of
the Job Characteristics Model (Hackman & Oldham, 1980) that are claimed to be
necessary for job satisfaction and the motivation to perform ones job well. For
instance, Conditions of Service, Recognition & Reward, Organizational Loyalty to
Workers, and Workplace Design all relate to ones satisfaction with the work
context, or to use Hackman and Oldhams (1980) terms, Job Context
Satisfaction. Similarly, Job Significance Pascoe, Ali. & Warne (your own belief
that your work is important and has value) and Performance Management relate
to Experienced Meaningfulness of Work and Knowledge of Results,
respectively, both of which are posited as necessary psychological states for high
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levels of motivation to work well. Whilst there appears to be no direct

relationship between Loyalty to the Organization and elements of the Job
Characteristics Model, ones attitude to the organization for which they work
would influence their motivation to work well.

Conditions of Service
Generally, the data indicates that there is a perception that the conditions of
service and the implementation of certain associated policies and practices are
having some negative impacts on how people view their work environment. The
interviews highlighted how social changes with regard to individuals goals and
aspirations are impacting on work expectations. An example is the difference in
expectations between long serving personnel and new recruits (generation of
baby boomers and generation X). Long serving members, until very
recently, thought of their work in the Defence Forces as a long term career;
however, new personnel view it as an opportunity to enjoy the work and the
challenges the military offers, but not necessarily as a lifelong career. The
changing role of the military from war fighting to that of the peacekeeping and
humanitarian assistance has an impact on the conditions of service and
ultimately on job satisfaction. The data clearly indicates that younger personnel
now have much higher expectations of being able to balance their personal life
with work commitments. Thus, many comments occurred in the interviews that
related to
family friendly policies in the service, for example:
Id leave if thats whats necessary because I have to put my family first
now.
I dont think [this service] has found a method to address women who want to
have families
My partner and I have not lived in the same state since95its just not a
sacrifice Im prepared to keep making.
The shrinking labour market available for recruiting new staff led to the
civilianisation of some military billets, the billets which were often perceived to
be the jewels in the crown as far as military postings are concerned. Although it
was recognised that the civilians formed an important part of the service, there
seemed to be some degree of resentment:
[There is] the perception that civilians were taking over the organisationa lot
of things we used to do is now being taken over by civiliansWe had people
come in and werent trained to the same level as the [service] people. It meant
then the [uniformed] people had to take up the slack.
Two quality of work issues emerged from the interviews: having interesting and
challenging work (which is discussed under the heading of job significance), and
the change in the way things are manufactured and repaired. An example
relating to the latter is:
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The techniciansare very much monkey see monkey do these dayshell

learn to replace boxes. Thats his career.
This change in the way things are replaced rather than repaired has a significant
impact on job design and it may be necessary to re-design other aspects of
maintenance-type jobs to sustain interest and variety.
Due to the changing economic climate there were changes introduced to
promotion and advancement policies. This has impacted heavily on officers'
perceptions of conditions of service:
I have a letter from the Chief of Defence Force (CDF) telling me that I can
expect probably two jobs in rank and then its up or out.I have no security of
tenure here, whereas before I was promoted to this rank I probably did.
Many interviewees indicated they had planned to stay until they were 55 years
old, but that they now felt that this was not possible. Interestingly, this has been
compounded by the policy of the service whereby some talented young people
are being given fast track promotions, and by the perception that if you have not
reached a particular rank by a certain age then you are wasting your time
staying in the service.
With the downsizing policies that plague most government and private sector
organisations, the culture to work long hours seems to be heavily entrenched.
This occurs both at junior and senior ranks. The research data points to the
general perception that junior staff will be told to go home, but that no-one tells
the senior ranks to go home and not to work such long hours.
The quantitative survey canvassed opinions on having sufficient resources to do
your work, and the workload.
Sixty-two percent and 72%, respectively, of respondents were satisfied with the
level of resourcing and the workload, indicating that this factor is not adversely
affecting Job Satisfaction and Morale.

Recognition and Reward

The lack of proper recognition for a job well done seems to be an endemic
problem for many organisations (Mitchell, 2000). The research data indicates
that the lack of recognition and extrinsic reward for ones work is mainly due to
the system because rules and regulations largely prevent supervisors from
offering encouragement awards (such as gift vouchers) in recognition of a job
well done. Most interviewees talked about the use of promotion as a reward, but
also emphasised that not everyone who is capable is going to be promoted
because there are not enough positions available.
Interviewees also commented that the existing honours and awards system is
complex. The research team was told that due to a heavy workload
commendations are not written (only one or two people seem to be writing up
90% of the commendations), and as a consequence there are probably a large

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number of exceptional people who are missing out. Quotes typical of those about
the honours and awards system are:
The honours and awards system is quite a complex one but its one of the most
publicly and visibly recognised way of getting reward.
"Conspicuous service medals and the Australia Day Medals theres a general
avoidance of
people [in this HQ] getting those sort of things because its then seen as being
nepotistic, if the head shed [HQ] gets all the kudos.
There were also a number of comments about inadequate feedback:
Ive been here for three months and I dont get any feedback on the work that
Ive doneI presume its been OK because they havent come back to me and
said Youre hopeless.
On the matter of intrinsic reward, typical comments were:
Its been very rewarding personally, professionally, if not financially, but Ive
done a lot of really interesting things.
You get offered good opportunities because youre good doing that stuff and
youre working hard..
Such comments indicate that some have specifically joined the military because
of intrinsic rewards such as a wide variety of jobs and opportunities .

Organisational Loyalty to Workers

The prevailing economic climate has led many organisations onto a path of
implementing efficiency measures. Restructuring, frequent organisational
changes and downsizing are the results of that. It is not Pascoe, Ali. & Warne
surprising, therefore, that there is the perception that the organisation is less
loyal to workers now than in the past as illustrated by the following comment:
Well hang on, there aint no loyalty here, and Im busting my buns and have for
the past 30
something year, always been a workaholic and always delivered 150%.
The other aspect of organisational loyalty raised during interviews related to the
contract of trust between leaders and staff being broken:
[There is the] expectation that theres going to be more money put into people
and the only place they can get that money from, because they cant go across
to the government say we need more money The only way they can get it is
out of operating costs.
We keep saying that people are the backbone of [this service], but there is a
general feeling out there that that is a platitude and we dont really live up to
that.
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Loyalty to the Organisation

According to Reichheld (2001) unless leaders of an organisation have built
relationships on loyalty then nothing will keep staff and other stakeholders from
jumping ship the instant a better opportunity comes along. This is likely to be
reflected in the level of job satisfaction and staff retention rates, and involves
staff being loyal to the organisation and the organisation being loyal to staff.
Reichheld (2001) also states that true employee loyalty includes responsibility
and accountability for building successful, mutually valuable relationships. Many
of the interviewees considered themselves loyal to the service, were happy, and
would stay with the service forever, if they could:
Imsort of very proud to be wearing the uniform and I knew it was something
that I wanted to do when I was in high school.
Im probably actually quite loyal to the organisation, shared objectives you
know it would take a long period of not having a good time. Its not just a case of
I didnt enjoy the last six months.
There were, however, some mixed messages from people who perceived
themselves as extremely loyal to the service and yet they were leaving it:
Im leaving but Ive actually really enjoyed it. Its the best place that Ive worked
with Defence
Im really glad I worked here and Ive got this loyalty to the service, which is
making me
sad to leave.
there is a simmering air of discontentment and unhappiness and theres also
this underpinning loyalty and love for the service.
In the quantitative survey only 15% of respondents indicated that they would not
consider a career outside Defence. This could lead to a serious problem should
those remaining 85% employees act upon it and leave the Department. Despite
the mixed messages concerning loyalty to the service, and despite the fact that
staff still indicated they are leaving, there is a clear sense of loyalty to the
service.

Workplace design

The physical design of a workplace impacts on the behaviours that occur in that
space. Fifty-nine percent of respondents to the quantitative survey found the
work environment too noisy, and only 45% indicated they could work effectively
in the open plan environment. From the interview data it became apparent that
the preferred solution to this was to book a quiet conference room and work
there. Interestingly, some interviewees' comments indicated they favoured an
open plan environment, and that common identity, morale and communication
had been enhanced due to the collocation of staff:
You can just pull up a chair and talk about something
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It really promotes a team, and what it does promote is the transfer of

knowledge.

Job Significance
Job significance is the extent to which one feels his or her work is significant, or
is something that counts, and if one sees their job as trivial they are unlikely to
experience it as meaningful. In turn, they are unlikely to develop a high level of
job satisfaction or work motivation (Hackman & Oldham, 1980). Regardless of
industry or organisation, lack of tangible and significant outcomes from work can
lead to workers being less willing to engage in generative learning. Most of the
interviewees talked about the importance of feeling they are making a
contribution and that their work is having an effect. Some indicated that working
at the HQ has given them a clearer picture of what the service does and how
they contribute to that, for example:
Its the first job Ive ever had where I can make a big difference, and I love it.
I really enjoyed it because I felt I was actually contributing something.
Im very pleased to be going back to something whereI think I can make a
contribution because I struggled to find a way to really make a contribution.
Service to our nation is one of the greatest things you can ever do and the
simple satisfaction of something like Timor, of something like the Gulf, of actually
getting out there and doing what you are trained to do is remarkable.
Others talked about a lack of challenge and job significance as a reason for
leaving:
More administration, its a day-to-day task that doesnt contribute to the bigger
goal doesnt have a big impact on any projects whatever.
The research data clearly points to lack of job significance as a main reason for
those who leave the service.

Performance Management

Assessment, reporting and performance management form a significant part of

the overall management of military personnel throughout their careers. Issues
raised in relation to performance management of individuals are indicated by the
following comments:
Evaluation of personnel and reports were not handed in on time and as a
result some people missed [out] on advancement.
It doesnt say anything about, you know, congratulations, well done, or how
valued you are to the organisation. What it says is that "Now that you're here,
perform or youre out.
Individuals identified the following as important in their performance
management: realistic goals, trust, making sure your performance is fully
recorded, and the linking of the financial and performance
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The Role of Job Satisfaction and Morale in Organisational Learning

Job satisfaction and the motivation to perform well at work is important in
today's business climate not merely because of their links with high levels of
work effectiveness they are also important because the competitive advantage
requires a knowledge edge and this cannot be achieved unless employees are
willing to engage in behaviours that will result in generative learning. These
include the willingness to share corporate knowledge and the willingness to voice
new ideas and engage in dialogue about new and innovative ways of working.
Figure 2 below illustrates the impact that factors associated with Job Satisfaction
and Morale can have on these two elements that are vital to generative learning.
The findings of the study reported in this paper suggest that Conditions of
Service, Recognition & Reward, Organizational Loyalty to Workers, Workplace
Design, and Performance Management contribute directly to Job Satisfaction &
Morale. Loyalty To the Organization and Job Significance also contribute to Job
Satisfaction & Morale, but the relationship is recursive. For instance, higher levels
of Job Satisfaction & Morale would have positive impacts on
Loyalty to the Organization and levels of Job Significance. Finally, Job Satisfaction
& Morale will impact on Motivation to Work Well, and this directly influence
employees Willingness To Share Corporate Knowledge and their Willingness to
Voice New Ideas.

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