Challenge Case Summary
Motivation is an inner state that causes individuals to act in certain ways that ensure the accomplishment of a goal. Doria Camaraza seems to have a thorough understanding of the motivation process. She focuses on influencing the behavior of her employees in order to enhance the success of the World Service Center at American Express. Camaraza encourages employees to be enthusiastic and committed to extraordinary customer service. Her focus on motivation is as valuable a tool in maintaining American Express’s image as is a premium credit card.
To motivate employees at American Express, Camaraza must keep five principles of human motivation clearly in mind: (1) Felt needs cause behavior aimed at reducing those needs. (2) ...
Get Modern Management: concepts and skills, 14/e now with the O’Reilly learning platform.
O’Reilly members experience books, live events, courses curated by job role, and more from O’Reilly and nearly 200 top publishers.
