Organisational Behaviour in Hays Travel: A Comprehensive Analysis

This case study delves into the organizational behavior of Hays Travel, examining the influences of culture, power, and politics on team dynamics and performance. It analyzes the impact of content and process theories of motivation, such as Herzberg's two-factor theory and Vroom's expectancy theory, on employee behavior and retention. The study explores the relationship between culture, politics, and power within Hays Travel, highlighting different organizational cultures (task, power, person, and role) and the bases of power. Furthermore, it discusses the importance of team working, identifying effective and ineffective team characteristics, and barriers to new hiring. The assignment evaluates theories impacting behavioral changes in staff and analyzes different team development models, ultimately offering insights into how Hays Travel can improve its organizational effectiveness and navigate challenges within the travel industry.

Understanding Organisational
Behaviour: Hays travel, a case
study

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................3
PART - 1..........................................................................................................................................3
Influences of culture, power and politics on team behaviour and performance within Hays
travel............................................................................................................................................3
Impact of content and process theories of motivation on team’s performance and
organizational behaviour.............................................................................................................5
Relation between culture, politics and power within Hays travel...............................................7
PART - 2..........................................................................................................................................8
Importance of team working........................................................................................................8
Effective team..............................................................................................................................9
Ineffective team.........................................................................................................................10
Range of effective and contemporary barriers for new hiring..................................................10
Evaluation of theories that impact the behavioural changes in staff.........................................12
Analysis of different development models for the team...........................................................13
CONCLUSION..............................................................................................................................14
REFERENCES..............................................................................................................................16
Books and Journals....................................................................................................................16

INTRODUCTION
Organisational behaviour deals with the study of human behaviour within an organisation
and forming the link between the human behaviours and the working of an organisation. It refers
to how people react when working with the groups. Principles of organisational behaviour is
used to make attempts in business and operate in more effective way. The study of
organisational behaviour includes the area for research and being more dedicated in improving
the job performance while levelling up the working satisfaction (Rahmani and et. al., 2021).
Understanding organisational behaviour helps in promoting the innovation and determining the
changes in behaviours. Hays travel limited is a private organisation running in the industry of
hospitality and tourism. It is an independent travel agent chain which is headquartered in
Sunderland, England, UK. This company makes use of other tour operators present within the
country and provide some different packages for the holidays to its customers. This report deals
with the impact of organisational culture, politics and power which can influence the motivation
as well as behaviour of the employees in Hays travel and the importance of team working.
PART - 1
Influences of culture, power and politics on team behaviour and performance within Hays travel
Before understanding and discussing about organizational culture it is important to
understand organization. In this regard, it can be said that organization is a set up where
employees work together for accomplishing common goals. Every organization has their own
values, principles, policies and guidelines that differentiate from others. These principles, values
and beliefs form a culture that is known as organizational culture. This culture has critical
impact on performance and behaviour of employees and by understanding effectiveness of
culture, Hays travel can improve its performance such as:
Task culture: It refers a type of culture where teams are being developed to accomplish
goals and solve critical problems. There are around 4-5 members who create an effective team
and they carry common interest and specialization. So, the main focus in such types of
organizational culture is completion of tasks (Donaldson and Allen-Handy, 2020).
Power culture: There are some organizations that follows this type of culture in which
power remains in the hands of few people and they are authorized to take decision. In this type
of culture, subordinates have to follow their superior’s instructions and sometimes they have fear

and due to this they do not share their views openly. Managers also become partial in such types
of culture and the main aim of this culture is to bring discipline.
Person culture: A culture where employees feel superior and think that they are more
important than organization. In this type of culture employees or person become more concerned
about their own self rather than organization. They come to office for the sake of money and are
considered seldom loyal. But such organizations suffer a lot.
Role culture: It is a type of organizational culture where employees are being allotted roles as
per their education, specialization and interest in order to extract the best out of them.
Employees challenge themselves and try to get the best out of them for performing better job
roles (Kwarteng and Aveh,2018).
So, on the basis of different types of organizational culture, it can be suggested that Hays
travel should focus on either task or role culture. Role culture can help it out in satisfying
customers’ needs as due to pandemic it got affected the most and role culture can be beneficial
in this situation.
Along with culture power also plays a vital role as it also affects employees’ performance and
behaviour for helping out Hays travel, it is important to understand 5-6 bases of power with
French and Raven model:
Legitimate: As per this, it is believed that some employees in organization who are
given power have formal rights to make demands and expect others to be obedient.
Reward: This power is a result from one person’s ability to compensate another for
compliance.
Expert: This power is being given to people who have high level of skills as well as
knowledge.
Coercive: There is a belief that a person can punish others for their noncompliance in
order to maintain discipline (ÖZASLAN, 2017).
Referent: This power is a result of people’s perceived worthiness, attractiveness as well
as rights to others’ respect.
Informational: It is being given to people who have an ability to control information that others
require to complete something.

So, as per the above discussed types of power, it can be said that Hay travel needs to
implement reward and expert power. Employees who are experienced and perfect in their field
should be given power by which they can train others as well.
Political behaviour of managers: Along with organizational culture and power, it is
important for Hay travel to know impact of political behaviour of manager on performance of
employees. It can better be understood with Chanlat’s characteristics such as: high self-
monitors, high match personality, expectations of success, reallocation of resources, low trust,
promotion opportunities and others. Overall, it can be said that political behaviour in an
organization plays a vital role as people with high aspirations, people who are crafty cannot
understand the role of political behaviour (Kovach, 2020). Employees and managers should be
given political power on the basis of their personal characteristics, an ability to take decisions
and organizational change.
In addition, it can be said that political behaviour of management in organization has
critical impacts. When they develop strategies and treat people on the basis of their internal
relations with them then it has negative impacts on others. As a successful manager, they need to
treat with people in an equal and effective manner. By making use of all skills and
characteristics of Chanlat’s such as: high match personality and expectation of success,
managers can bring positive changes. They can accomplish goals that company wants to
accomplish.
Overall, it can be said that Hay travel can grow in the future and can regain its image by
making use of task, role culture, expert power and political behaviour that leads positive changes
and behaviour.
Impact of content and process theories of motivation on team’s performance and organizational
behaviour
From research, it is found that Michael O’Leary boss of Ryanair warns air fares will be
higher in 2022 due to reduction in numbers of available seats, bank holiday weekends and school
holiday travel period. Profit would be affected and for becoming the market leader and
competitive, Hay needs to motivate its staff for increasing staff retention and talent management.
By making use of Herzberg’s 2 factor content theory it can encourage employees and lead
positive behaviour.

As per this theory, there are 2 factors that need to be considered by Hay in order to motivate
their employees such as:
Motivating factors: It includes all those factors that can motivate employees for
working harder and they can be found within the actual job itself. It increases job satisfaction
among employees such as:
Recognition: Employers need to recognize or appreciate employees for their improved
performance. Appreciation makes employees feel valued and lead them towards positive
outcomes.
Responsibility: Employees must hold themselves responsible for their work and it is possible
when managers or employers give ownership to employees for their work (Alshmemri,
Shahwan-Akl and Maude, 2017).
Promotional opportunity: Promotional opportunity is one of the bets motivator as it boosts
confidence of employees and they are more likely to improve their overall performance.
Hygiene factors: It refers factors that do not motivate employees but their absence can lead
dissatisfaction. These factors are extrinsic to work or it can be said that these factors can retain
employees within workplace such as:
Company policies: Company policies that are fair and promote equality plays a vital role as it
also makes employees feel valued at workplace.
Pay: Pay is the one for which employees work in companies but it is given to employees in
every organization so, it is essential but not motivator.
Physical working condition: Workplace that is safe and healthy can attract employees and can
encourage them for retaining with business.
Vroom’s expectancy theory
So, on the basis of above discussed both factors, it can be said that Hay needs to focus on
providing motivation with motivators such as promotional opportunities, performance appraisal.
It can decrease staff retention and motivated employees can support it in becoming the market
leaders. In this theory the motivation of an individual is decided on the basis of their certain
behaviour which affects the expected result. With the help of this theory the individual chooses
the estimates according to the results of the study on which their behaviour matches with. This
method also is able to explain ways of making decision regarding the achievements of the

outcomes of perceiving the individuals. This theory explains three variables which can affect the
motivation of an individual. These terms are as follows,
Expectancy:
This means that the efforts put in by the individual is always intended towards the
increase in their performance. It is also stated as effort and denoted as E. This signifies that
effort results in performance. Therefore, E = P. Thus, it is believed that with Effort the result
will be attainment of the desired performance. The factors influencing this is the experiences of
the individual, self-confidence and also the difficulty of the personal goal (Supatn and Puapradit,
2019).
Instrumentality:
It is considered to be the quality or the conditions which needs to be satisfied for serving
a particular purpose. It is also stated as performance and denoted as P. This signifies that
performance results in Outcome. Therefore,P = O. Generally, outcome is in the form of pay
increase, promotion, profit or in the sense of accomplishment.
Valence:
It is the desire shown by the individual for achieving the wanted results for the
individual.
In this component the Valence is denoted as O. The factors which influence the Valence are
values, needs and sources of motivation.
Relation between culture, politics and power within Hays travel
The organisational culture and structure of the UK based Hays travel has made its mark
and managed to stay afloat in the market place. The organisational culture of the company has
helped in making the functions run in effective form and be high in the competitive market. It
concentrates on the local businesses and the build an investment such that it will reclaim the
market position within the tourism and hospitality sector. There are many different types of
cultures exhibited by the Hays travel. The power culture used is the effective way where the
business activities are centralised around one important person which has the full control over
decisions (Karabeleski and Avdic, 2018). This individual has all the power in making all the
decisions within the company and taking control over all the production and working staff. This
power can lead to the employees to be frustrated as they do not have the liberty to express their
views. This power within the organisation can even lead to being partial behaviours. The role

culture of the company is about delegating roles and responsibilities related to the area of
specialisation. This culture can give rise to the organisational politics where the employees can
do what they are willing to do and each individual is accountable for something. Same thing can
happen in the task culture where the individuals which exhibit common interest form a team and
contribute in accomplishing goals. Hays travel generate motivation in the employees when
working in a team and managing each other in the difficult times within the task culture. They
make the employees feel valued within the organisation.
PART - 2
Team working:
Team working means that a group of people will collaborate to achieve common goal, in-
spite of any conflict between individuals, they work selflessly to complete the task, creating a
positive and supportive environment.
Importance of team working
Team work is efficient work, it is very important to achieve the goals, group of people
can solve any complex problem, as it splits the complex problem into simpler one. Collaboration
of people can help in increasing the efficiency of work, it reduces time consuming rate for any
work. Hays travel agency of UK is very popular for its services which comes from better team
work, they offer better positive and supportive environment to their customers, they provided
best holiday packages to their customers, as good team work benefits whole agency. Hays is
travel agency where customer's services are main concern for earning the revenue. The staff of
hays agency are working together to offer a good services, they are good at creating a helping
environment, where they can create and develops strong bond and understanding with each
other. Team work in hays travel agency can allow employees to exchange their knowledge in
order to produce creative solutions to the problems, it brings a sense of loyalty to workers as
well as to the leader.(Bans-Akutey 2021)
Team work teaches time management:
Hays travels provides a good opportunity to its employees, to convey a grouped time
management technique, it helps their employees to work smarter and faster. As time
management is very important for any agency to carried out work with ease to reach their goals.
Hays travel agency does not bear the employee, who does not follow the time regulation, if any

employee do not come on their time or do not complete their work on given time immediate
action will be taken by the company in order to manage discipline.
Team work motivates the leadership:
Team work and leadership have direct influence on staff 's work, hays group leader
provide a better responsibility towards their staff, good work by the staff motivates the leader to
make good decisions, hays always support their staff and boost them up to reach their target,
they arranged a lot of stress relief activities for their staff in order to make them more
productive.
Team work brings new opportunities:
Team work simply makes a person to open up about several things and provides a ability
to learn new things with their team mates. Staff of hays groups work together to grab the new
opportunities for their agency, they created a positive and comfortable environment to their
customers, they make their customers to visit there again.
Motivates teamwork:
Hays travel groups strengthen and motivates their employees, they communicate with
their staff to implement any new decision, they give proper training to their employees to
coordinate with each other, to develop a good and healthy environment.
Encouragement from leader to their staff can increase the work efficiency, as motivated staff are
highly adaptable, when it comes to make any changes, motivation in work can increase the
productivity for the company.(Costa and et.al 2021)
Effective team
Effective teams are the base of any successful organization, without teamwork company
will suffer in many aspects, while teamwork can bring the more opportunities, an effective team
can solve many problems with ease, it helps to improve the quality and efficiency of the work,
also it increases the productivity of the company. Hays travel agency always support team work
in order to earn the trust of their customer, hays agency's team work sometimes give them an
irrational decision-making outcomes, which reflects in their revenues, their cohesiveness desire
may produce a tendency to its staff to agree at all costs. Hays teamwork brings security, trust,
and faithfulness towards their staff and also to the leader, hays leader motivates their staff to
work efficiently, whenever staff feels low they boost up their morale, that will reflect their
productivity in their work. Effective team in hays agency played a very essential role in

decision-making, or in making any changes in services offer to the customers, that will bring
better result to the agency.(Grainger 2020)
Hays provide a open discussion to their staff, in which they are independent to share
their opinions in order to make any changes in catering services, food services, it gives self
motivation to their staff, good staff of hays provides better service to their customers, that is the
reason they visit their agency again. Hays success secret is that their staff are very efficient in
their work, because of them environment of hays travel is very supportive and responsive.
Ineffective team
Ineffective team can lead a company to loss in productivity,it filled with distrust,
unfocused, and negative environment. Hays travel agency's environment is filled with positivity,
due to their effective team work, but sometimes due to problem in any service affect the whole
environment, that cause difficulty in reaching the target. Ineffectiveness in hays travel agency
can misguide the goal and designation, that will cause the revenues for the agency. Due to this
hays agency emphasized their extra effort in making effective team that will enhance their
productivity.(Slagter and Wilderom 2018)
Range of effective and contemporary barriers for new hiring
Hays travel UK 's independent travel agency, they are specialist in their work, by
offering good services, providing good quality holidays to their customers. Due to pandemic all
businesses suffers a lot as hays travel agency also suffer financially. This situation affects the
behaviour of employees. Their employees lack in ability as a team, this bad behaviour lead their
leader to involve, leader guided and motivates them to work as a team in order to suffer this
situation. Hays travel is run by married couple john and Irene hays, because of outbreak of
corona virus company's productivity suffers a lot, although their some team members are
dominated this overbearing behaviour hurt the other members. That is why hays team allows
every member to share their opinion even if they feel shy or reluctant. The amidst of corona
virus has raise the problem in hays travel agency they are forced to change their services. They
are trying to hire new candidates who possess good skills related to their work. (Harrison 2018).
Leader of hays travel agency took a decision, related to their new hiring procedures,
company are looking for the candidate who posses all the skills which they mentioned in their

form. Candidate must have a good skills in travels, company told their recruiter panel to discuss
all the needful information regarding their business, candidate must posses important skills as
communication skill, which is required in travel business. Due to covid-19 Hays travel agency
made a few decisions in changing policy of their staff members, company took a decision to
release some employee, who are no long beneficial for the company. Hays company managed
their all problems occurs due to pandemic, they now again rebuild in their business with lots of
new opportunities.
Figure 1: Annual Revenue of Hays Travel Ltd from Fiscal Year 2008 to 2019
Sources: (Revenue of Hays Travel, 2019)

On the basis of above data, it can be said that in the year of 2016 and 2017, revenue of this travel
company was high and the reason behind decreasing revenue was ineffective leadership and
motivation to employees.
Evaluation of theories that impact the behavioural changes in staff
Path goal theory:
Path goal theory states that the leader's behaviour towards their employee should be
contingent to the satisfaction and motivation of their employee. Hays group leader provides a
better leadership as they lead their staff in right direction to reach the goals. Path goal theory
allows leader to change their style according to the situation require. Hays leader hires a new
employee on the basis of many skills, which are required in travels business, because of good
leadership by hays travel their experienced employee shows great support to help their new
colleagues in order to develop good and healthy team work. By theory leader of hays is flexible
to take any changes regarding their business. (Oldeweme, Konradt and Garbers 2021)
Social capital theory:
It states that interpersonal relationship creates values for individuals as they offer
resourcs and services to reach the desired outcomes. Hays culture is very friendly and
supportive, their employees share their thoughts and opinions to each other to solve any
organizational problem. They work as a team as trust is the essential factor, their faith enhances
their interaction with each other. Moreover, social capital theory requires cooperation hays
employees collaborate with each other to reach their goal. Their employees help and strengthen
each other to create a healthy and supportive environment, due to covid-19 company suffers a
lot, because of this they make a lot of changes in order to overcome the problems developed,
leader always supports and motivates them to work together to meet their target.
Contingency theory:
It is an organisational theory, closely related to the situational or personality approach of
leader. It enables the leader of hays organisation to assess and predict the behaviour of employee
so that company will better understand how to motivate individual. Leader member relationship
of hays group work better for their company. Leader of the hays travel has managed all the
situation held by covid they already motivate their employee to work better. Due to covid-19