http://www.loc.gov/mods/v3 http://www.loc.gov/standards/mods/v3/mods-3-2.xsd
Multiple aspects of organizational behaviour and human resource management in a telemarketing department
The case revolves around organizational human resources practices and behaviours of employees in the context of the telemarketing department of a company, Holiday Promotions (HP), which recently started its operations in Spain. Holiday Promotions, which organizes and runs luxury vacations and provides other similar services, has a relatively simple structure in its Spanish operation, and needs a personalized face-to-face approach to sell its products successfully. The telemarketing department is in the front line of that approach, as its members are the first point of contact with potential customers and their role is vital for the success of the company. HP has specific policies for staff, and for their telemarketers they operate a compensation system based on a fixed salary plus bonuses earned by meeting performance goals. Telemarketers are required to be fluent in Spanish and have a very good grasp of English. The head of telemarketing is not a native Spaniard and she does not speak Spanish; however, she personally interviewed and hired the telemarketers after an initial screening. There are four telemarketers, each with their own distinctive behavioural patterns, which reflect different personalities. The case requires students to consider a human resource decision the manager of the telemarketing department has to make, and to assess recruitment and selection, employee attitudes and motivation, personality, performance management, emotion work, and career management at the telemarketing department of HP.