Instrumentality has been undermined by a failure to offer monetary rewards for good customer service so this rating is low. This reward system primary problem has meant that many employees focus efforts instead on the things that improve pay increases - new business sold and contacts per hour. While some staff appear to be trying to do the right thing by servicing customers well, they are disadvantaged in pay increase considerations as they are also dealing with general service enquiries that others are cutting off in order to inflate their contacts per hour. Valence is the value placed on the outcomes by employees and this behaviour suggests many employees value money highly (ie: high valence re bigger pay increases). So if the firm fixes the rewards system problem by offering larger pay increases for good customer service, this problem could be addressed.

Instrumentality has been undermined by a failure to offer monetary rewards for good customer service so this rating is low. This reward system primary problem has meant that many employees focus efforts instead on the things that improve pay increases - new business sold and contacts per hour. While some staff appear to be trying to do the nght thing by servicing customers well, they are disadvantaged in pay increase considerations as they are also dealing with general service enquiries that others are cutting off in order to inflate their contacts per hour. Valence is the value placed on the outcomes by employees and this behaviour suggests many employees value money highly (ie: high valence re bigger pay increases). So if the firm fixes the rewards system problem by offering larger pay increases for good customer service, this problem could be addressed