Employee recognition at work: A study of employee experiences

Employee recognition at work:

A study of employee experiences

Charlotte Lucy Smith PhD

University of York Management

September 2014

Abstract Despite evidence of its increasingly widespread use within organisations and a significant body of practitioner and "popular" literature on the subject, employee recognition has received relatively little empirical study by academic researchers. As a result, there are significant gaps in our knowledge, particularly around how recognition schemes actually operate in organisations and the ways in which they impact upon individuals and organisations. This thesis responds to these knowledge gaps through presenting empirical evidence collected through in-depth interviews with employees drawn from two organisations, an insurance company and a local council, about their experiences of recognition in the workplace.

Taking an inductive thematic approach to the analysis of the employees' accounts, I identify some of the key factors influencing employees' experiences of recognition, thus contributing to knowledge about how recognition schemes are experienced and understood by employees. In particular, I highlight the importance of the social and organisational context in which recognition is given and received in influencing the meanings which individuals assign to recognition. I also discuss the ways in which further factors such as the recognition scheme design and implementation, including the way in which recognition is delivered to recipients, can mediate individuals' experiences of recognition.

Drawing upon theories of gift giving, I offer interpretations of employees' accounts of their recognition experiences which identify three main important social functions fulfilled by employee recognition: the communication of information about the perceptions and intentions of individuals involved in the process of recognition, the development and maintenance of social exchange relationships between individuals in the workplace, and the promotion of a sense of solidarity and unity within the organisation. Furthermore, whilst offering insights into its possible positive social functions and implications, this thesis contributes to knowledge about employee recognition by drawing attention to its possible dysfunctional consequences. The findings of this thesis are useful for practitioners responsible for designing and implementing employee recognition schemes, as well as for academic researchers seeking to understand the underlying dynamics of employee recognition as a human resource management practice.

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Table of contents

Abstract

i

Table of contents

ii

List of tables

vi

List of figures

vii

Acknowledgements

viii

Author's declaration

ix

Chapter One: Introduction

1.1 Introduction

1

1.2 The research journey

1

1.3 Development of research questions

4

1.4 Empirical and theoretical contributions

8

1.5 Thesis structure

11

Chapter Two:

Review of the literature on employee recognition

2.1 Introduction

13

2.2 The proliferation of awards

13

2.3 Employee recognition background and definitions

16

2.4 Existing theoretical foundation

21

2.4.1 Needs-based motivation theories

21

2.4.2 Reinforcement theory

22

2.5 Existing research on employee recognition

24

2.5.1 Criticisms of employee recognition

28

2.6 Chapter conclusion

36

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Chapter Three:

Review of the literature on gift giving

3.1 Introduction

41

3.2 Anthropological and sociological approaches to gift giving

42

3.2.1 Anthropological accounts of gift giving

42

3.2.2 Sociological models of reciprocal exchange

48

3.2.3 Section summary/discussion

59

3.3 Alternative approaches to gift giving

60

3.3.1 Gifts as signals of information

60

3.3.2 Gifts as a form of communication

65

3.3.3 Gifts as generators of identity

68

3.4 Gift giving and the workplace

70

3.5 Chapter conclusion

72

Chapter Four: Methodology

4.1 Introduction

75

4.2 Research questions

75

4.2.1 How do individuals experience and understand employee

75

recognition?

4.2.2 What are the social functions and implications of recognition in the 76 workplace?

4.2.3 What can theories of gift giving offer to the study of employee

77

recognition?

4.3 Research philosophy

77

4.4 Qualitative strategy of inquiry

82

4.4.1 In-depth interview method

83

4.5 Self-reflexive approach to the research process

86

4.6 Research organisations

90

4.6.1 Insurer

92

4.6.2 Council X

93

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4.7 Sampling

94

4.7.1 Insurer

96

4.7.2 Council X

97

4.8 Ethical issues

99

4.9 Data analysis

101

4.10 Chapter conclusion

104

Chapter Five: Interpretation of employees' accounts of recognition experiences at Insurer

5.1 Introduction

105

5.2 The employee recognition scheme

106

5.3 Findings of thematic analysis

109

5.3.1 Theme one: `recognition is personal'

110

5.3.1.1 Theme one summary/discussion

121

5.3.2 Theme two: `you've got to give to receive'

124

5.3.2.1 Theme two summary/discussion

133

5.4 Chapter conclusion

136

5.4.1 How do individuals experience and understand employee

137

recognition?

5.4.2 What are the social functions and implications of recognition in the 138 workplace?

5.4.3 What can theories of gift giving offer to the study of employee

140

recognition?

Chapter Six: Interpretation of employees' accounts of recognition experiences at Council X

6.1 Introduction

143

6.2 The public sector setting

144

6.3 The customer service awards

145

6.3.2 The 2012 Excellence Awards ceremony

148

6.4 Findings of thematic analysis

148

6.4.1 Theme one: `there is a culture of suspicion'

150

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