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Saying Thank You: More than Just Words -
A Conversation with Dr. Scott Jeffrey
Dr. Scott Jeffrey is an Assistant Professor of Management and Marketing, at Monmouth
University in New Jersey. He received his Ph.D. in Managerial and Organizational Behavior
at the University of Chicago's Graduate School of Business
Q: Why do you think recognition programs are important?
A: Recognition is a key in any
business or personal relationship. As I have become fond of saying, "never underestimate
the power of thank you." Money and other tangible rewards are necessary, but not
sufficient. Employees in general need to feel valued by their organization and if they
don't, then negative behaviors will follow.
In particular, employees will start to withdraw from the organization. Psychological
withdrawal will probably be first. An employer will see more of "warm chair attrition",
where the employee is there but not really mentally engaged in the tasks. That or
cyber-loafing, spending a lot of time on Facebook for example. Following that will be
physical withdrawal. Missing meetings, coming in late, calling in sick, etc., eventually
leading to departure from the firm.
Q: Based on your research, what types of recognition programs are preferred among
individuals?
A: That all depends on stated preference or actual work. Most employees when
asked will say that cash is the best motivator. However, some of my research has shown
that cash is, in many cases, inferior to a tangible (merchandise or travel) reward.
Tangible rewards which are difficult for a person to purchase on their own (justifiability
concerns) and are carriers of social utility (trophy value) are more beneficial than those
that do not.
Q: What's the psychology behind tangible vs. non-tangible awards?
A: I personally do not
consider a trophy/plaque/etc. an award per se. It is the physical instantiation of that
award, the item that allows people to think back to the performance that lead to its
receipt and as a trigger to engage others in conversation about that performance.
However, simply the trophy is not enough either. A trophy or memento has to represent the
performance to the employee, not simply be the final item. Cash lacks trophy value and
social reinforcement attributes which increase the perceived value of the award over cash.
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