- 1、下载文档前请自行甄别文档内容的完整性，平台不提供额外的编辑、内容补充、找答案等附加服务。
- 2、"仅部分预览"的文档,不可在线预览部分如存在完整性等问题,可反馈申请退款(可完整预览的文档不适用该条件!)。
- 3、如文档侵犯您的权益，请联系客服反馈,我们会尽快为您处理(人工客服工作时间：9:00-18:30)。
Job Characteristic Model of Job Design
Job Characteristic Model - Hackman and Oldham
Job Characteristic Model is used as a framework to study how particular job characteristic impact on job outcomes, including job satisfaction.
•High employee satisfaction
(i.e. 82 percent of 2003 Starbucks Partner View Survey stated they were satisfied or very satisfied with Starbucks.) (Gretchen Weber, Workforce Management, February 2005, pp. 28-34)
•Develop sense of belonging, and friendship between customers and employees
Critique of Job Characteristic Model
The desire for the five core job characteristics is not universal. One factor that affects how much of these characteristics people want or need is growth need strength.
Arnold, H. J., & House, R. J. (1980)
Starbucks could well recognized this issue because they consider different needs of their employee. For examples: Physiological needs (i.e. Total pay package) Belongingness and Love needs (i.e. Partners)
Hackman J Richard (1975)
Growth need strength
Job Characteristic in Starbucks
Five core job dimensions
Байду номын сангаас
Skill Variety
Job Characteristic in Starbucks (e.g.) Knowledge and production methods of coffee beverages. Coffee brewing skill Knowledge of customer service Communication skill (i.e. share their experience) Employee can share their knowledge to customer. They can feel proud and self-satisfaction. Employee as partner in the company, the performance of employee is directly affect the overall company performance. Provided high quality customer service Customers are affected by employee enthusiasm, they will come again - Achieves strong customer loyalty. Empower partners figure out what is the best policy for them. Encourage employee join in making and developing plans, then achieving their goals all together. Low formalization in which they have more freedom to make decisions to please their customers Partner View Survey Store manager feedback Customer feedback From “Starbucks Corporate”
Task Identity Task Significance Autonomy
Feedback
Job Characteristic Model to Starbucks (Con’d)
Outcome •Low turnover rate
(i.e. The turnover rate for Starbucks store managers is about 20 percent and that the turnover rate for partners is about 80 percent, which lower thn average turnover rate for employees in the quick-service restaurant business at about 200 percent)
Hackman, J. R., & Oldham, G. R. (1976)
Job Characteristic Model - Hackman and Oldham
Core job dimensions Critical Psychological States Personal and work outcomes
