Employees' motivation is "The heart of giving the people what they really want most from work" (Dell, 1988, pp. 9-10). The more you are able to provide what they want, the more you should expect what you really want, namely: productivity, quality, and service. Jones and George (2010, p. 17) argue that employees' motivation consist "the psychological forces that determine the direction of a person's behaviour in an organisation, a person's level of effort, and a person's level of persistence." The behavioural direction of a person is described as "the many possible behaviours that a person could engage in." Effort indicates how hard people work. Persistence on the other hand refers to whether, when dealing with roadblocks and obstacles, employees keep trying or give up.
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