This is an excellent case for demonstrating how a poor understanding and use of learning principles and theory can cause serious problems in an organization and threaten its reputation and success. In particular, it shows how the lack of positive reinforcement and an environment that does not reinforce desired behaviours can lead to undesirable behaviours and outcomes that threaten the reputation and success of a business. The case provides a good example of the importance of clearly identifying desired behaviours that need to be reinforced and ensuring that rewards are made contingent on the desired behaviour and that undesirable behaviours (e.g., poor customer service) are punished. The case is also useful for the application of the organizational learning practices described in Chapter 2.

1. What are the main problems at the Roaring Dragon Hotel? Use operant learning theory and social cognitive theory to explain why the hotel is having these problems. What role might personality play in the hotel’s problems?

2. Do you think it was a good idea to train all of the hotel’s employees? How effective was the training? Did the training result in a five-star standard of hotel service? Explain your answer.

3. What behaviours need to be maintained or increased, and what behaviours should be reduced or eliminated? Be specific about the behaviours that need to be improved and those that need to be eliminated.

4. Use the concepts and principles from operant learning theory and social cognitive theory to explain how the hotel can address its problems. What are some of the most important things it should do?

5. What organizational learning practices might be effective for changing employee behaviours and improving the quality of the hotel’s service? Consider the potential of organizational behaviour modification, employee recognition programs, and additional training and development. Explain how you would implement each of these practices, and predict their potential effectiveness.

6. What advice would you give the Roaring Dragon Hotel on how to address the problems they are having? What do they need to do to achieve a five-star standard of quality? Explain your answer.