Business StudiesISC Class 12 · Staff Motivation

Maslow's Hierarchy and Herzberg's Two-Factor Theory (ISC Class 12)

Updated 17 October 2026 · Fact-checked

Maslow's theory says human needs form a five-level hierarchy (physiological, safety, social, esteem, self-actualisation) and that a satisfied need no longer motivates. Herzberg's theory says hygiene factors (pay, supervision, working conditions) only prevent dissatisfaction, while motivators (achievement, recognition, responsibility) create satisfaction and real motivation.

Hygiene factors only prevent dissatisfaction and match basic needs; motivators match the higher needs and create real satisfaction.

Illustration drawn for QuestionBuddy.

Understand Maslow's Hierarchy of Needs and Herzberg's Two-Factor Theory

Why theories? Managers need to know *what* motivates people. Two theories are named in the ISC syllabus: Maslow's hierarchy of human needs (with assumptions and criticism) and Herzberg's two-factor theory.

Part A: Maslow's Hierarchy of Human Needs

Abraham Maslow arranged human needs in a pyramid, from the most basic at the bottom to the highest at the top.

Level (bottom to top)	Need	Workplace meaning
1	Physiological	Food, shelter, clothing, rest: a basic wage, meal breaks
2	Safety (security)	Freedom from danger and insecurity: job security, pension, insurance, safe conditions
3	Social (belongingness)	Friendship, acceptance, affection: friendly colleagues, team events
4	Esteem	Self-respect, status, recognition: titles, awards, appreciation, promotion
5	Self-actualisation	Realising one's full potential: challenging work, creativity, autonomy

*Assumptions of the theory*

1. People's behaviour is driven by unsatisfied needs.
2. Needs fall in a hierarchy, from basic to higher.
3. A satisfied need no longer motivates; only an unsatisfied need does.
4. A person moves to the next higher need only when the lower need is reasonably satisfied.

*Use for managers*: identify the level at which an employee is operating and offer the matching incentive. For example, a worker who is worried about job loss values security (level 2), and a secure senior executive values recognition or challenging projects (levels 4 and 5).

*Criticism*

The order is not the same for all: an artist may pursue creative work (self-actualisation) before security.
Several needs may operate together, not one at a time.
The levels differ across cultures and persons, and are hard to measure.
A satisfied need can come back (hunger returns).
The theory rests on limited research and is general rather than specific to the workplace.

Part B: Herzberg's Two-Factor Theory

Frederick Herzberg found that the things which make people *satisfied* at work are different from those that make them *dissatisfied*; so there are two sets of factors.

*Hygiene (maintenance) factors*: connected with the job context or environment. Their absence causes dissatisfaction; their presence only removes dissatisfaction and does not motivate. Examples: salary, company policy, supervision, working conditions, interpersonal relations, job security, status. They are called dissatisfiers. 'Hygiene' is used in the sense of *prevention*, as in health hygiene, not cleanliness.

*Motivators (motivational factors)*: connected with the job content, the work itself. Their presence creates satisfaction and motivates; their absence does not necessarily cause dissatisfaction. Examples: achievement, recognition, responsibility, the work itself, advancement, growth. They are called satisfiers.

Basis	Hygiene factors	Motivators
Related to	Job context (outside the work itself)	Job content (the work itself)
If present	Prevent dissatisfaction	Create satisfaction and motivation
If absent	Cause dissatisfaction	No satisfaction (not necessarily dissatisfaction)
Also called	Dissatisfiers, maintenance factors	Satisfiers
Examples	Salary, supervision, working conditions	Achievement, recognition, responsibility

*Managerial message*: first meet the hygiene factors so that grievances do not arise; then use motivators (job enrichment, recognition, growth) to get real commitment.

Part C: Comparing the two theories

Basis	Maslow	Herzberg
Number of categories	Five levels of needs	Two sets of factors
Focus	General human needs	Factors at work
Lower items	Physiological and safety needs	Hygiene factors (such as pay, security)
Higher items	Esteem, self-actualisation	Motivators (recognition, growth)
Idea	A satisfied need does not motivate	Hygiene factors do not motivate once met

A simple link: Herzberg's hygiene factors roughly correspond to Maslow's lower-order needs, and his motivators to the higher-order needs. Use this link only to compare, not to equate them.

Maslow's Hierarchy of Needs and Herzberg's Two-Factor Theory: key facts

Maslow's needs (bottom to top): Physiological
Safety
Social
Esteem
Self-actualisation; Five levels.
Herzberg's factors: Hygiene factors (dissatisfiers) | Motivators (satisfiers); Two sets.
Hygiene examples: Salary
Supervision
Working conditions
Company policy
Job security
Interpersonal relations; Prevent dissatisfaction.
Motivator examples: Achievement
Recognition
Responsibility
The work itself
Advancement
Growth; Create satisfaction.

How to answer Maslow's Hierarchy of Needs and Herzberg's Two-Factor Theory questions

Expect a need or factor to be identified from a picture or situation, the pyramid and its assumptions or criticism, and the hygiene-motivator distinction.

1Name the single need or factor shown; do not write both Herzberg sets when one is asked.
2For Maslow, link the need to a workplace example (security: pension; esteem: recognition).
3For Herzberg, ask: is it about the work itself (motivator) or its surroundings (hygiene)?
4For assumptions and criticism, write at least three points each, in sentences.

Maslow's Hierarchy of Needs and Herzberg's Two-Factor Theory in real life

The idea, met in an everyday situation. Answer the question in your own words, then compare with the model answer. The one-line hook is what to remember.

Maslow: esteem

Suppose a sales executive who earns well and feels secure is most pleased when the company names her 'Employee of the Quarter' at an annual meeting.

Which need of Maslow's hierarchy is being met?

Try it first, then show the solutionSolution

Public recognition and status relate to self-respect.
These belong to the esteem level.

Answer: Esteem need.

Memory hook: Esteem = applause.

Herzberg: hygiene factor

Imagine employees who complain loudly when the office air-conditioning fails. When it is repaired, they stop complaining but do not become any more eager to work.

What type of factor is the working condition?

Try it first, then show the solutionSolution

Its absence caused dissatisfaction.
Its presence only removed dissatisfaction; it did not motivate.

Answer: A hygiene factor: it prevents dissatisfaction but does not by itself motivate.

Memory hook: Hygiene stops complaints; it does not start enthusiasm.

Tricks to remember Maslow's Hierarchy of Needs and Herzberg's Two-Factor Theory

Short memory aids. Say each one aloud once, then use it on a question the same day.

PSSES
Physiological, Safety, Social, Esteem, Self-actualisation: 'Please Say Some Easy Stuff'.
Use it when: Maslow's order.
Hygiene = Hurts if absent
Hygiene factors hurt when missing; Motivators move people when present.
Use it when: Herzberg's two sets.
Hygiene is prevention
Think of washing hands: it prevents disease but does not make you stronger.
Use it when: Meaning of 'hygiene'.

Maslow's Hierarchy of Needs and Herzberg's Two-Factor Theory: solved examples

Ordered from board level to HOTS. Try each one before you open the solution.

Example 1: Identify the need · 1 mark · Very short answerBoard level

A company starts a pension scheme and group insurance for its staff. Which level of Maslow's hierarchy is it addressing?

Try it first, then show the solutionSolution

Pension and insurance protect against future insecurity.
This is the safety (security) need.

Answer: Safety (security) need.

Example 2: Hygiene or motivator · 2 marks · Short answerBoard level

Classify as hygiene factor or motivator: (i) salary; (ii) a chance to lead a project; (iii) clean and safe premises; (iv) recognition for good work.

Try it first, then show the solutionSolution

Salary and clean, safe premises relate to the job context: hygiene.
A chance to lead and recognition relate to the work itself and achievement: motivators.

Answer: (i) Hygiene; (ii) motivator; (iii) hygiene; (iv) motivator.

Example 3: Assumptions and criticism · 4 marks · Short answerHarder board level

A student writes that Maslow's theory is 'perfect and applies in the same way everywhere'. Give three assumptions of the theory and three points of criticism to correct her.

Try it first, then show the solutionSolution

Assumptions: behaviour is driven by unsatisfied needs; needs are in a hierarchy; a satisfied need does not motivate; people move up when the lower need is satisfied (any three).
Criticism: the order is not the same for everyone; several needs may work together; levels vary across cultures and are hard to measure; satisfied needs may re-emerge (any three).

Answer: Three assumptions and three criticisms as above, in sentences.

Example 4: Contrast the two factor sets · 4 marks · Short answerHarder board level

A manager gave everyone a salary rise and found that complaints stopped but output did not improve. Explain this with Herzberg's theory by distinguishing hygiene factors from motivators on four bases.

Try it first, then show the solutionSolution

Salary is a hygiene factor; its presence prevents dissatisfaction but does not motivate.
Relation: hygiene factors relate to job context; motivators relate to job content.
Presence: hygiene factors only prevent dissatisfaction; motivators create satisfaction.
Absence: hygiene factors cause dissatisfaction; motivators cause no satisfaction.
Examples: salary, supervision versus achievement, recognition.

Answer: Salary is a hygiene factor, so the rise ended complaints but did not motivate; hygiene factors and motivators differ in relation, effect of presence, effect of absence and examples.

Example 5: Apply both theories · 8 marks · Long answerHOTS / competency

Suppose a hospital's night-shift nurses are unhappy about their wages, unsafe parking and poor relations with the ward supervisor. At the same time, some of the most senior nurses say that they would like to train juniors and lead a quality project. Using Maslow and Herzberg, explain what needs or factors are involved in each group and recommend what management should do first and next.

Try it first, then show the solutionSolution

Night-shift nurses: wages (physiological), safe parking (safety), supervisor relations (social/hygiene).
In Herzberg's terms these are hygiene factors: salary, working conditions and supervision.
Senior nurses: training juniors and leading a project reflect esteem and self-actualisation needs.
In Herzberg's terms these are motivators: responsibility, achievement, growth.
First step: fix hygiene factors (fair pay, safe parking, better supervision) to remove dissatisfaction.
Next step: give the seniors responsibility and recognition (enrichment), to motivate.
A satisfied need no longer motivates, so offering only more pay to the senior nurses would have little effect.

Answer: Night shift: lower-order needs, hygiene factors, fix first. Seniors: higher-order needs, motivators, give responsibility and recognition next.

Where students lose marks in Maslow's Hierarchy of Needs and Herzberg's Two-Factor Theory

The slips examiners see most often, and what to write instead.

Mistake: Swapping hygiene factors and motivators
A common error is to swap the two sets of factors, calling hygiene factors satisfiers and motivators dissatisfiers.
Wrong working
Hygiene factors are satisfiers; motivators are dissatisfiers.
Right working
Hygiene factors are dissatisfiers (prevent dissatisfaction); motivators are satisfiers.
Do this: Hygiene prevents; motivators move.
Usually costs: 2-3 marks.
Mistake: Taking 'hygiene' to mean cleanliness
The everyday meaning of the word misleads.
Wrong working
Hygiene factors are clean working conditions.
Right working
Hygiene means preventive: factors that prevent dissatisfaction, such as pay and supervision.
Do this: Link the word with 'prevention'.
Usually costs: 1-2 marks.
Mistake: Writing both sets when one factor is asked
When a question shows one factor and asks for a one-word answer, writing both Herzberg factors and giving two answers loses the mark.
Wrong working
Factor shown: hygiene and motivator.
Right working
Factor shown: motivator (recognition).
Do this: One question, one answer.
Usually costs: 1 mark.
Mistake: Naming a need that is not in Maslow's pyramid
Candidates sometimes name the wrong Maslow need for the situation shown (for example, esteem when a safety need is shown), or invent a need that is not in the hierarchy, such as a monetary need or a luxury need.
Wrong working
Need: monetary need / luxury need.
Right working
Use only the five: physiological, safety, social, esteem, self-actualisation.
Do this: Learn the five names exactly.
Usually costs: 1 mark.

Exam tips

Keep Maslow and Herzberg separate; do not swap satisfiers and dissatisfiers, and keep the two tables apart.
In picture-based items, answer with the one Herzberg factor or Maslow level shown and quote the clue; do not write both Herzberg factors.
The syllabus asks for the pyramid, the assumptions and the criticism of Maslow's theory; draw a labelled five-level pyramid in an 8-mark answer.
Give a workplace example for every level and factor.

Practice questions on Maslow's Hierarchy of Needs and Herzberg's Two-Factor Theory

Write each answer on paper first. Open the hint only if you are stuck, and the answer only when you have finished.

Q1 · 1 mark · Very short answerBoard level
Which level of Maslow's pyramid is at the top?
Hint
Realising one's potential.
Answer
Self-actualisation.
Q2 · 1 mark · MCQBoard level
A bank gives its clerks a lunch room and a team outing every quarter so that colleagues can mix. Which of Maslow's needs is met?
(a) Physiological
(b) Safety
(c) Social
(d) Esteem
Hint
Friendship and belonging.
Answer
(c)
Q3 · 4 marks · Short answerHarder board level
In a company, employees say that the factory canteen is dirty, the supervisor is rude and the wages are late. Classify these under Herzberg's theory and explain what happens if the problems are corrected.
Hint
Context factors.
Answer
Canteen (working conditions), supervision and wages are hygiene factors because they relate to the job context. Their absence causes dissatisfaction, so correcting them will remove dissatisfaction, but it will not by itself motivate employees to work harder.
Q4 · 4 marks · Short answerHarder board level
Explain how a manager can use Maslow's hierarchy to motivate (i) a newly recruited labourer who is worried about his family's food, and (ii) a senior manager who has job security and a good salary.
Hint
Match the level.
Answer
(i) The labourer's physiological need must be met first, through an adequate and timely basic wage; talk of recognition will not motivate him. (ii) The senior manager's lower needs are satisfied and no longer motivate; he needs esteem and self-actualisation, such as recognition, challenging assignments and autonomy.
Q5 · 8 marks · Long answerHOTS / competency
Suppose an owner says, 'Maslow and Herzberg say the same thing, so there is no need to study both.' Evaluate the statement by pointing out two similarities and two differences.
Hint
Lower and higher items; five levels versus two sets.
Answer
Similarities: both explain motivation by the satisfaction of needs; both distinguish lower items (physiological and safety needs; hygiene factors such as pay and security) from higher items (esteem and self-actualisation; motivators such as recognition and growth), and both say that meeting the lower items does not by itself motivate. Differences: Maslow gives five levels in a fixed order and general human needs, while Herzberg gives two sets of factors specific to work. Maslow says an unsatisfied need motivates; Herzberg says hygiene factors, even when met, only prevent dissatisfaction, and only motivators raise satisfaction. So they overlap but are not identical, and a manager gains from knowing both.

Test your recall

Answer in your head or on paper first, then open the card. Pulling an answer out of memory makes it stick far better than re-reading.

1.What is the lowest level of Maslow's hierarchy?Show answer
Physiological needs.
2.What is another name for hygiene factors?Show answer
Dissatisfiers or maintenance factors.
3.Give two motivators.Show answer
Any two of achievement, recognition, responsibility, the work itself, advancement, growth.
4.Does a satisfied need motivate, according to Maslow?Show answer
No, only an unsatisfied need motivates.
5.Give one criticism of Maslow's theory.Show answer
The order of needs is not the same for everyone, or several needs may operate together.

Maslow's Hierarchy of Needs and Herzberg's Two-Factor Theory: frequently asked questions

Is salary a hygiene factor or a motivator?

In Herzberg's theory salary is a hygiene factor, because it prevents dissatisfaction but does not by itself motivate.

Where does job security fit in?

In Maslow's hierarchy it is a safety need; in Herzberg's theory it is a hygiene factor.

Do I need to draw the pyramid?

A labelled pyramid is expected in a long answer on Maslow, with the five needs and workplace examples.