In Module 8.2 we introduced each of the motivation theories that can be used to understand and predict behavior in organizations

• Understand how to "see" the motivation theories in action,
• Explain behavior that you observe using the language and logic of the theories,
• Understand why motivation "techniques" should have an underpinning of the motivation theories in order to be successful at motivating employees to perform desirable behaviors.
   

You will need the materials from Chapter 10 and the following article from the Wall Street Journal to complete your individual activity for this module:

Michel, S., Bowen, D., and Johnston, R. (2008). Making the most of customer complaints, Wall Street Journal, page: R4 and R11; September 22, 2008.

Try "Googling" the article; the Wall Street Journal makes many of its articles available without a password; or search the UI library databases (i.e., Ebsco) for the article. It is available in Ebsco.