MOTIVATION CASE STUDY Scenario: You are the HR Manager for A mobile phone company. The manager of your customer service call centre, Karen Green, has come to you for support. Karen's team of 50 customer service agents have been under-performing for the past month. Customers are waiting longer to be served and their issues are not being resolved. Karen has noticed a 25% decrease in customer loyalty and she needs to get this team back on track. Karen believes employees are just being lazy and entitled. She tells you they've recently moved to an open office workspace and eliminated the staff room where employees used to take their breaks. The company installed new customer relationship management software and Karen promoted her two favourite employees to Team Lead roles to train the others. Staff are now monitored by the Team Leads as well as Karen. Karen posts daily call reports and highlights the under-forming employees. She has announced that if things don't improve, the lowest performing employees will be fired. Theory According to this theory, what drives motivation at work? Using this theory, what should Karen do improve employee motivation? Maslow's Need Hierarchy Competence Motivation Theory McClelland's Need Theory Incentive Expectancy Theory