At WestJet, Front-Line Employees Have the Right to Issue Travel

question 59

Multiple Choice

At WestJet, front-line employees have the right to issue travel credits to customers they feel have not been treated properly. This is an example of

• A) punishment.
• B) management by objectives.
• C) positive reinforcement.
• D) negative reinforcement.
• E) empowerment.

---

Definitions:

Motivate

To provide someone with a reason or incentive to do something.

Output

The final product, result, or amount of something produced by a person, machine, business, or industry.

Pleasure

A feeling of happiness, enjoyment, or satisfaction derived from an experience or activity.

Pay

The compensation or salary paid to an employee for their work or services.