A Government Agency Enriched the Jobs of Customer Service Assistants

question 106

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)job enrichment only works for management employees.
• B)the CSAs may have lacked the skills and knowledge to perform the more challenging work.
• 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:

Money Market Securities

Short-term debt instruments, commonly including treasury bills, commercial paper, and certificates of deposit, known for their liquidity and low-risk profile.

Lockbox System

A banking service offered to businesses for collecting payments from clients, using a dedicated post office box to accelerate the process of gathering checks.

Treasury Bills

Short-term government securities with maturity periods typically less than a year, considered very safe investments.

Target Cash Balance

An optimal amount of cash that a company aims to hold to minimize costs while avoiding liquidity issues.