Jasmine Dimm is a call centre manager for Tostra,a mobile phone company.Call centre operators at her call centre are responsible for making sales calls to customers to promote Tostra's new products.Jasmine sets two performance targets for her operators: sales and average call duration.Every 6 months,any call centre operator who can achieve both targets go into a random draw with a one-in-ten chance to win a $50 supermarket giftcard.All her call centre operators agree that these two targets are clearly specified,objectively measured and achievable with hard work.However,all the call centre operators are still unhappy with the new reward system.According to the expectancy theory,this is because:

Question

Quizplus · Accepted Answer

The reward system lacks valence and instrumentality because the operators do not value the reward (valence) and may not believe that achieving the targets will lead to the reward due to the low probability of winning (instrumentality).

Jasmine Dimm Is a Call Centre Manager for Tostra,a Mobile