Answer to Question 1
The job characteristics model developed by Hackman and Oldham suggests that the tellers will be satisfied with their jobs and motivated to work if the work meets the three critical psychological states of experienced meaningfulness of the work, experienced responsibility for the work outcomes, and knowledge of the actual results of their work activities. Five core job dimensions of skill variety, task identity, task significance, autonomy, and feedback impact these states. To improve these core job dimensions, the bank can first administer the Job Diagnostic Survey to assess the degree to which various job characteristics are present in the teller jobs. In redesigning the jobs, the motivating potential can be enhanced by such things as combining tasks so that tellers can do more activities using increased skills, by forming work teams, by permitting tellers to balance their cash to provide on-the-job feedback, and/or increasing face-to-face contact with customers. The model does recognize that a few people, with low growth need strength, will not be motivated by enriched jobs.
Answer to Question 2
TRUE
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