'Miles and TechCo': teaching management students about motivation-related topics through a case study

This case study recounts the seasonal employment of a young worker named Miles at a technology retail store. Various managers attempt to persuade him to 'upsell' (sell additional services); however, he is resistant because he feels most customers do not want or need such services; he is also reluctant to use 'unethical' sales tactics. The case affords an opportunity to apply concepts from various organisational behaviour (OB) topics, including personal ethics and various motivation theories (e.g., social learning theory, self-determination, and self-concordance theory). Organisational politics, stress, and leader-member exchange (LMX) theory of leadership are also considered.