1. How would you explain the abrupt change in Elisa’s customer service behaviour? Outline what has happened to her motivation using expectancy and equity theories.

2. Could Elisa’s employer have anticipated the impact that cancelling the directorship interview might have on her future performance? What should her employer have done differently?

3. Elisa raised concern about being shut out of the directorship interview to the HR manager. What could the HR manager do now to help improve Elisa’s motivation? Explain why your idea would be effective.

This case considers an employee who initially accepted an entry level position for which she was overqualified with the implied future opportunities for more challenging positions within the company. After fifteen months on the job, which Elisa was doing well beyond expectations, an internal posting at director level opened up for which her background, education and current work was a direct fit. The company scheduled an interview for her with the VP or Sales, but the interview was abruptly cancelled. Elisa was stunned at not even be given an opportunity to explain why she would be a good candidate for the job. She was distressed and bewildered. And contrary to her behaviour with valued clients during the past fifteen months, she did not answer a phone call from an important customer.