How do you solve a problem like Lucinda?. Issue 1 (4th January 2016)

• Record Type: Journal Article
• Authors: Wilson-Mah, Rebecca
• Is Part Of: Case journal. Volume 12:Issue 1(2016)
• Page Start: 71
• Page End: 87
• Publication Date: 2016-01-04
• Subjects: Hospitality -- Performance management -- Human resources -- Discipline -- Labour law -- Resistance; Business -- Case studies -- Periodicals; Business -- Case studies -- Periodicals; Management -- Case studies -- Periodicals; Management -- Case studies -- Periodicals; Management -- Study and teaching -- Periodicals; Business; Management; Management -- Study and teaching; Case studies; 658.00722
• DOI: 10.1108/TCJ-07-2015-0027
• Languages: English
• ISSNs: 1544-9106

Abstract

Abstract : Synopsis: A room attendant in a small hotel with approximately 63 employees undermines her supervisors and disregards authority in deliberate defiance of company policies, rules, regulations and procedures. Disrespect is shown in several behaviours that include interfering with the work of other employees, spreading rumours, gossiping to other room attendants and complaining about unfair treatment. Research methodology: This case was field researched and the company and individuals are disguised. Relevant courses and levels: This case is suitable for third- or fourth-year undergraduate students. Within human resource management it is suited for use in a course or series of classes on employee relations or performance management. The case could also be used for an organizational behaviour course to explore conflict and struggle in organizations and the range of passive and active resistance practices that occur. In this particular case the context of women and minorities working in low-skilled roles could be examined. Theoretical bases: In advance of this case students should have a background in performance management theory and practice, disciplinary systems and practice and the behaviours associated with workplace resistance, insubordination and misconduct.