BUS272 TB

Chapter 4 Theories of Motivation 131
EXHIBIT 4-2 Comparison of Satisfiers and Dissatisfiers
Source: Harvard Business Review. An exhibit from Frederick Herzberg, “One More Time: How Do You Motivate Employees?” Harvard
Business Review 81, no. 1 (January 2003), p. 90 .
they felt good about their jobs significantly differed from when they felt bad, which led
Herzberg to his two-factor theory —also called motivation–hygiene theory . 15
As Exhibit 4-2 shows, intrinsic factors, such as achievement, recognition, the work
itself, responsibility, advancement, and growth, seem to be related to job satisfaction.
Respondents who felt good about their work tended to attribute these characteristics to
themselves. On the other hand, dissatisfied respondents tended to cite extrinsic factors,
such as company policy and administration, supervision, interpersonal relations, and
work conditions.
To Herzberg, the data suggest that the opposite of satisfaction is not dissatisfaction,
as was traditionally believed. Removing dissatisfying characteristics from a job does not
necessarily make the job satisfying. As illustrated in Exhibit 4-3 , Herzberg proposed a
dual continuum: the opposite of “Satisfaction” is “No Satisfaction,” and the opposite
of “Dissatisfaction” is “No Dissatisfaction.”
According to Herzberg, the factors that lead to job satisfaction (motivators) are separate
and distinct from those that lead to job dissatisfaction (hygiene factors). Therefore,
managers who seek to eliminate factors that create job dissatisfaction may bring about
peace but not necessarily motivation. They will be placating rather than motivating their
employees. As a result, Herzberg characterized conditions such as quality of supervision,
pay, company policies, physical working conditions, relationships with others, and job
security as hygiene factors . When they are adequate, people will not be dissatisfied;
but neither will they be satisfied. If we want to motivate people in their jobs, Herzberg
suggested emphasizing factors associated with the work itself or with outcomes directly
derived from it, such as promotional opportunities, personal growth opportunities,
two-factor theory A theory that
relates intrinsic factors to job satisfaction
and associates extrinsic factors
with dissatisfaction. Also called the
motivation–hygiene theory .
hygiene factors Factors—such as
company policy and administration,
supervision, and salary—that, when
adequate in a job, placate employees.
When these factors are adequate,
people will not be dissatisfied.