Employees at a Large Call Centre Perform Repetitive Tasks (Low

question 8

Multiple Choice

Employees at a large call centre perform repetitive tasks (low variety) by documenting mailing addresses from customers who call the centre.The work process is the same for all inquiries to all call centre staff members (low analyzability) .The best organizational structure for this work unit:

• A)is an organic structure.
• B)would have low formalization.
• C)would coordinate mainly through informal communication.
• D)is a mechanistic structure.
• E)would have none of these characteristics.

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Definitions:

Limited Prosocial Emotions

A characteristic of certain behavioral disorders, where an individual shows a lack of empathy, remorse, or concern for the feelings of others.

DSM-5

The fifth edition of the Diagnostic and Statistical Manual of Mental Disorders, a guidebook published by the American Psychiatric Association for diagnosing mental disorders.

Sociopath

A term often used to describe a person with antisocial personality disorder, characterized by a lack of empathy and often, but not exclusively, manifesting in manipulative, deceitful, or criminal behavior.

Serial Killer

An individual who commits a series of murders, often with no apparent motive and typically following a characteristic, predictable behavior pattern.