Harrah’s Entertainment, Inc.: Rewarding Our People

Discussion Notes Student’s Name Institutional Affiliation Course Name/Number Instructor’s Name Due Date “Harrah’s Entertainment, Inc.: Rewarding Our People” – Discussion Notes Motivational Theory One motivational theory that is relevant to Harrah’s case is the goal-setting theory. The application of this theory is seen when goals are set to achieve a larger market share of gaming customers and improve customer loyalty by increasing customer service metrics. To accomplish this objective, Winn established a collective team-focused bonus based on improvements in customer service metrics (DeLong & Vijayaraghavan, 2002, pg. 6). The TPSS assessed the improvements in customer service scores and employees were awarded bonuses based on the percentage of improvements. The goal-setting theory states that generally, individuals are more motivated when they are required to meet specific goals. Harrah’s was successful in implementing various incentiv...