On the application of the Two-Factor Theory to online employer reviews

Journal of Data, Information and Management - Tập 4 - Trang 1-23 - 2021
Philipp Koncar1, Tiago Santos2, Markus Strohmaier3, Denis Helic1
1Graz University of Technology, Graz, Austria
2Energie Steiermark AG, Graz, Austria
3RWTH Aachen University, Aachen, Germany

Tóm tắt

Monitoring hygiene and motivation factors from Herzberg’s Two-Factor Theory is a popular way of understanding the influential aspects for employee satisfaction and motivation. The increased availability of employee feedback comprised in online employer reviews yields a promising data source to learn more about these influential factors and the theory itself. However, the application of the Two-Factor Theory to such reviews is yet missing. Thus, this article demonstrates how to apply this theory to more than 2 million online employer reviews. For that, review aspects as well as review ratings are leveraged to study factors that influence employee satisfaction with respect to the theory. Based on the gained insights, a prediction experiment is conducted to forecast employee satisfaction through the textual content of reviews. The presented approach identifies relevant aspects for satisfied and dissatisfied employees working in 43 different industries and 4 different countries. Overall, the results indicate that hygiene factors are most relevant for reviewers, while motivation factors are rather incidental. The prediction experiment achieves a mean balanced accuracy of 0.87, suggesting that review text is predictive for employee satisfaction. Further, the article adds useful input to the discussion of the Two-Factor Theory by providing comparative results across a plethora of different employers, industries and countries.

Tài liệu tham khảo

Alfayad Z, Arif LSM (2017) Employee voice and job satisfaction: An application of herzberg two-factor theory. International Review of Management and Marketing 7(1):150–156 Almishari M, Tsudik G (2012) Exploring linkability of user reviews. In: European symposium on research in computer security, Springer, pp 307–324 Alshmemri M, Shahwan-Akl L, Maude P (2017) Herzberg’s two-factor theory. Life Science Journal 14(5):12–16 Anderson EW (1998) Customer satisfaction and word of mouth. Journal of Service Research 1(1):5–17 Balmer S, Baum T (1993) Applying herzberg’s hygiene factors to the changing accommodation environment. Int J Contemp Hosp Manag 5(2) Bassett-Jones N, Lloyd GC (2005) Does herzberg’s motivation theory have staying power? Journal of management development Baumeister RF, Bratslavsky E, Finkenauer C, Vohs KD (2001) Bad is stronger than good. Review of general psychology 5(4):323–370 Behling O, Labovitz G, Kosmo R (1968) The herzberg controversy: A critical reappraisal. Academy of Management Journal 11(1):99–108 Blood MR (1969) Work values and job satisfaction. Journal of Applied Psychology 53(6):456 Bougie R, Pieters R, Zeelenberg M (2003) Angry customers don’t come back, they get back: The experience and behavioral implications of anger and dissatisfaction in services. Journal of the Academy of Marketing Science 31(4):377–393 Cable DM, Yu KYT (2006) Managing job seekers’ organizational image beliefs: The role of media richness and media credibility. Journal of Applied Psychology 91(4):828 Chandra V (2012) Work-life balance: eastern and western perspectives. The International Journal of Human Resource Management 23(5):1040–1056 Chen Y, Skiena S (2014) Building sentiment lexicons for all major languages. In: Proceedings of the 52nd annual meeting of the association for computational linguistics (Volume 2: Short Papers), pp 383–389 Choo S, Bowley C (2007) Using training and development to affect job satisfaction within franchising. J Small Bus Enterp Dev Creek SA, Kuhn KM, Sahaym A (2019) Board diversity and employee satisfaction: The mediating role of progressive programs. Group & Organization Management 44(3):521–548 Cummings PW (1975) Does Herzberg’s theory really work. Management Review 64(2):35–37 Dabirian A, Kietzmann J, Diba H (2017) A great place to work!? understanding crowdsourced employer branding. Business Horizons 60(2):197–205 Das Swain V, Saha K, Reddy MD, Rajvanshy H, Abowd GD, De Choudhury M (2020) Modeling organizational culture with workplace experiences shared on glassdoor. In: Proceedings of the 2020 CHI conference on human factors in computing systems, pp 1–15 De Choudhury M, Counts S (2013) Understanding affect in the workplace via social media. In: Proceedings of the 2013 conference on Computer supported cooperative work, pp 303–316 DeShields OW Jr, Kara A, Kaynak E (2005) Determinants of business student satisfaction and retention in higher education: applying Herzberg’s two-factor theory. International Journal of Educational Management 19(2):128–139 DiMicco J, Millen DR, Geyer W, Dugan C, Brownholtz B, Muller M (2008) Motivations for social networking at work. In: Proceedings of the 2008 ACM conference on Computer supported cooperative work, pp 711–720 Dobre OI (2013) Employee motivation and organizational performance. Rev Appl Socio-Economic Res 5(1) DuBay WH (2004) The principles of readability. Online Submission Fleiss JL (1971) Measuring nominal scale agreement among many raters. Psychological Bulletin 76(5):378 Flesch R (1948) A new readability yardstick. Journal of Applied Psychology 32(3):221 Furnham A, Forde L, Ferrari K (1999) Personality and work motivation. Personality and Individual Differences 26(6):1035–1043 Gawel JE (1996) Herzberg’s theory of motivation and Maslow’s hierarchy of needs. Practical Assessment, Research, and Evaluation 5(1):11 Goga O, Lei H, Parthasarathi SHK, Friedland G, Sommer R, Teixeira R (2013) Exploiting innocuous activity for correlating users across sites. In: Proceedings of the 22nd international conference on World Wide Web, pp 447–458 Grave E, Bojanowski P, Gupta P, Joulin A, Mikolov T (2018) Learning word vectors for 157 languages. In: Proceedings of the international conference on Language Resources and Evaluation (LREC 2018) Green TC, Huang R, Wen Q, Zhou D (2019) Crowdsourced employer reviews and stock returns. Journal of Financial Economics 134:236–251 Guy I, Ronen I, Zwerdling N, Zuyev-Grabovitch I, Jacovi M (2016) What is your organization’like’? A study of liking activity in the enterprise. In: Proceedings of the 2016 CHI conference on human factors in computing systems, pp 3025–3037 Heitmann M, Siebert C, Hartmann J, Schamp C (2020) More than a feeling: benchmarks for sentiment analysis accuracy. Available at SSRN 3489963 Herzberg F (2017) Motivation to work. Routledge Herzberg F, Mausner B, Snyderman B (1959) The motivation to work Herzberg FI (1966) Work and the nature of man Hilbig BE (2009) Sad, thus true: negativity bias in judgments of truth. Journal of Experimental Social Psychology 45(4):983–986 Hofland K, Johansson S (1982) Word frequencies in British and American english. Norwegian Computing Centre for the Humanities Höllig C (2021) Online employer reviews as a data source: a systematic literature review. In: Proceedings of the 54th Hawaii international conference on system sciences, p 4341 Holmberg C, Caro J, Sobis I (2018) Job satisfaction among Swedish mental health nursing personnel: revisiting the two-factor theory. International Journal of Mental Health Nursing 27(2):581–592 Hoppock R (1935) Job satisfaction Hu N, Bose I, Gao Y, Liu L (2011) Manipulation in digital word-of-mouth: a reality check for book reviews. Decision Support Systems 50(3):627–635 Huang M, Li P, Meschke F, Guthrie JP (2015) Family firms, employee satisfaction, and corporate performance. Journal of Corporate Finance 34:108–127 Hur Y (2018) Testing Herzberg’s two-factor theory of motivation in the public sector: is it applicable to public managers? Public Organization Review 18(3):329–343 ul Islam S, Ali N (2013) Motivation-hygiene theory: Applicability on teachers. J Manag Sci 7(1) Janssen O (2001) Fairness perceptions as a moderator in the curvilinear relationships between job demands, and job performance and job satisfaction. Academy of Management Journal 44(5):1039–1050 Kern ML, McCarthy PX, Chakrabarty D, Rizoiu MA (2019) Social media-predicted personality traits and values can help match people to their ideal jobs. Proceedings of the National Academy of Sciences 116(52):26459–26464 Koncar P, Helic D (2020) Employee satisfaction in online reviews. In: International conference on social informatics. Springer, pp 152–167 Könsgen R, Schaarschmidt M, Ivens S, Munzel A (2018) Finding meaning in contradiction on employee review sites-effects of discrepant online reviews on job application intentions. Journal of Interactive Marketing 43:165–177 Korfiatis N, Rodríguez D, Sicilia MA (2008) The impact of readability on the usefulness of online product reviews: a case study on an online bookstore. In: World summit on knowledge society. Springer, pp 423–432 Korfiatis N, García-Bariocanal E, Sánchez-Alonso S (2012) Evaluating content quality and helpfulness of online product reviews: the interplay of review helpfulness vs. review content. Electronic Commerce Research and Applications 11(3):205–217 Kotni VDP, Karumuri V (2018) Application of Herzberg two-factor theory model for motivating retail salesforce. IUP Journal of Organizational Behavior 17(1):24–42 Kumar V, Pansari A (2015) Measuring the benefits of employee engagement. MIT Sloan Management Review 56(4):67–72 Li Y (2018) Insight into Herzberg’s two-factor incentive theory. In: 2018 2nd international conference on economic development and education management (ICEDEM 2018). Atlantis Press Locke EA (1976) The nature and causes of job satisfaction. Handbook of industrial and organizational psychology Lodahl TM (1964) Patterns of job attitudes in two assembly technologies. Administrative Science Quarterly, pp 482–519 Lundberg C, Gudmundson A, Andersson TD (2009) Herzberg’s two-factor theory of work motivation tested empirically on seasonal workers in hospitality and tourism. Tourism Management 30(6):890–899 Luo N, Zhou Y, Shon J (2016) Employee satisfaction and corporate performance: mining employee reviews on glassdoor.com Malik ME, Naeem B (2013) Towards understanding controversy on Herzberg theory of motivation. World Applied Sciences Journal 24(8):1031–1036 Marinescu I, Klein N, Chamberlain A, Smart M (2018) Incentives can reduce bias in online reviews. National Bureau of Economic Research Mattsson J, Lemmink J, McColl R (2004) The effect of verbalized emotions on loyalty in written complaints. Total Quality Management & Business Excellence 15(7):941–958 Maute MF, Forrester WR Jr (1993) The structure and determinants of consumer complaint intentions and behavior. Journal of Economic Psychology 14(2):219–247 Mayzlin D, Dover Y, Chevalier J (2014) Promotional reviews: an empirical investigation of online review manipulation. American Economic Review 104(8):2421–2455 Melián-González S, Bulchand-Gidumal J (2016) Worker word of mouth on the internet. International Journal of Manpower Mitra T, Muller M, Shami NS, Golestani A, Masli M (2017) Spread of employee engagement in a large organizational network: a longitudinal analysis. Proceedings of the ACM on Human-Computer Interaction 1(CSCW):1–20 Moro S, Ramos RF, Rita P (2020) What drives job satisfaction in it companies? International Journal of Productivity and Performance Management Nohria N, Groysberg B, Lee LE (2008) Employee motivation. Harvard Business Review 86(7/8):78–84 Oladotun KJ, Öztüren A (2013) Motivational factors of hospital employees: evidence from north cyprus. Interdisciplinary Journal of Contemporary Research in Businesses (IJCRB) 4(12):106–123 Parsons E, Broadbridge A (2006) Job motivation and satisfaction: Unpacking the key factors for charity shop managers. Journal of Retailing and Consumer Services 13(2):121–131 Rozin P, Royzman EB (2001) Negativity bias, negativity dominance, and contagion. Personality and Social Psychology Review 5(4):296–320 Saha K, Reddy MD, Mattingly S, Moskal E, Sirigiri A, De Choudhury M (2019) Libra: on linkedin based role ambiguity and its relationship with wellbeing and job performance. Proceedings of the ACM on Human-Computer Interaction 3(CSCW):1–30 Schneider B, Schmitt N (1976) Staffing organizations. Goodyear Publishing Company Shami NS, Yang J, Panc L, Dugan C, Ratchford T, Rasmussen JC, Assogba YM, Steier T, Soule T, Lupushor S, et al (2014) Understanding employee social media chatter with enterprise social pulse. In: Proceedings of the 17th ACM conference on computer supported cooperative work & social computing, pp 379–392 Siering M, Muntermann J, Rajagopalan B (2018) Explaining and predicting online review helpfulness: the role of content and reviewer-related signals. Decision Support Systems 108:1–12 Singh J (1988) Consumer complaint intentions and behavior: definitional and taxonomical issues. Journal of Marketing 52(1):93–107 Smerek RE, Peterson M (2007) Examining Herzberg’s theory: improving job satisfaction among non-academic employees at a university. Research in Higher Education 48(2):229–250 Stamolampros P, Korfiatis N, Chalvatzis K, Buhalis D (2019) Job satisfaction and employee turnover determinants in high contact services: insights from employees online reviews. Tourism Management 75:130–147 Stamolampros P, Korfiatis N, Chalvatzis K, Buhalis D (2020) Harnessing the “wisdom of employees” from online reviews. Annals of Tourism Research 80 Storer A, Reich A (2021) ‘losing my raise’: minimum wage increases, status loss and job satisfaction among low-wage employees. Socio-Economic Review 19(2):681–709 Tietjen MA, Myers RM (1998) Motivation and job satisfaction. Management Decision 36(4):226–231 Vroom VH (1964) Work and motivation Westbrook RA (1987) Product/consumption-based affective responses and postpurchase processes. Journal of Marketing Research 24(3):258–270 Yates F (1934) Contingency tables involving small numbers and the x2 test. Supplement to the Journal of the Royal Statistical Society 1(2):217–235 Zeelenberg M, Pieters R (2004) Beyond valence in customer dissatisfaction: a review and new findings on behavioral responses to regret and disappointment in failed services. Journal of Business Research 57(4):445–455 Zhao Y, Xu X, Wang M (2019) Predicting overall customer satisfaction: big data evidence from hotel online textual reviews. International Journal of Hospitality Management 76:111–121