A Government Agency Enriched the Jobs of Customer Service Assistants

question 30

Multiple Choice

A government agency enriched the jobs of customer service assistants (CSAs) by giving them more autonomy and responsibility for clients in a specific geographic area. Previously, CSAs had limited autonomy and would serve clients based on random assignment. Although these changes clearly enriched the jobs, many of the CSAs were neither more motivated nor satisfied after the changes. These negative results likely occurred because:

• A)the CSAs may have lacked the skills and knowledge to perform the more challenging work.
• B)job enrichment only works for management employees.
• C)job enrichment only works when employees participate in the changes.
• D)All of the answers are correct.
• E)None of the answers apply.

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Definitions:

Product Design

The process of creating a new product to be sold by a business to its customers, focusing on specifications, aesthetics, and usability.

Planning

The process of setting goals, developing strategies, and outlining tasks and schedules to achieve the goals.

Product/Service Quality

The measure of excellence or state of being free from defects, deficiencies, and significant variations, assessed by comparing a product or service to established standards.

Mary Parker Follett

A pioneering theorist in organizational behavior and management who emphasized the importance of integrative conflict resolution and human relations.