ABSTRACT
This chapter explains the necessary balance between a customer-centric view and an employee-centric view, from a process perspective. It articulates the difference between environmental (hygiene) factors and motivational factors, and the role they play in employee satisfaction. Management must work on the hygiene factors to neutralize and avoid employee dissatisfaction. However, it is the motivation factor that requires attention to move toward employee satisfaction and a high-performance environment. Although Herzberg's theory has its detractors, the basic concepts are valid and represent common sense. When the theory is combined with the expectancy theory of victor vroom, it creates a powerful means of providing motivational factors for employees and therefore higher productivity for the organization.
