Supplement | HBS Case Collection | June 2014 (Revised January 2017)

YAAS's Service Center (B)

by Brian Hall and Sara del Nido


This case is about a compensation change at an automotive service company in the Middle East. The case allows investigation and analysis of many issues related to compensation design and human resource management, and even change management. The focus of the case is all the ways in which bad incentive design leads to dysfunctional behavior. In particular, a crucial issue is whether individual incentives are best or whether team incentives are best, and why. In the B and C cases, the case rolls out in sequence as more and more information is revealed to students so the unfolding of events keeps students interested and engaged in how to solve the various problems that arise, including a near mutiny.

Keywords: compensation; negotiation; emotions; values; Human Resources; Labor; Negotiation; Organizations; Social Psychology; Value Creation; Motivation and Incentives; Auto Industry; Service Industry; Kuwait; Middle East;


Hall, Brian, and Sara del Nido. "YAAS's Service Center (B)." Harvard Business School Supplement 914-050, June 2014. (Revised January 2017.)