This case deals with an airline company that, in the aftermath of 9/11 decided that it needed to retain and increase its market share as well as improve the morale of its front line employees. It initiated a work improvement program (WIP) in its reservations office with the intent to implement job enrichment. One area of the department (G&T), separate from the rest of the reservations agents, consistently achieved higher results and higher morale than the general reservations department. As a result of the WIP, business results and morale in the general reservations department deteriorated and the project was discontinued.

Using job design concepts and theories explain why the reservation agents in the G&T section were more motivated and productive than the general reservation agents. Use the motivation theories from Chapter 4 to broaden your understanding of these differences.