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:

Capsules

A dosage form of medication that is encased in a small, typically cylindrical container made of gelatin or a similar substance, designed to be swallowed.

Eliminate

To completely remove or get rid of something.

Rosenthal Effect

Also known as the Pygmalion effect, the phenomenon by which higher expectations lead to an increase in performance.

Masked Design

A research strategy where the participants do not know which treatment or control condition they are receiving to prevent bias.