Jasmine Dimm Is a Call Centre Manager for Tostra,a Mobile

question 9

Multiple Choice

Jasmine Dimm is a call centre manager for Tostra,a mobile phone company.Call centre operators at her call centre are responsible for making sales calls to customers to promote Tostra's new products.Jasmine sets two performance targets for her operators: sales and average call duration.Every 6 months,any call centre operator who can achieve both targets go into a random draw with a one-in-ten chance to win a $50 supermarket giftcard.All her call centre operators agree that these two targets are clearly specified,objectively measured and achievable with hard work.However,all the call centre operators are still unhappy with the new reward system.According to the expectancy theory,this is because:

• A) The reward system lacks valence and instrumentality
• B) The reward system lacks expectancy
• C) The reward system lacks expectancy and valence
• D) The reward system lacks expectancy and instrumentality

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Definitions:

M2

A measure of the money supply that includes cash, checking deposits, and easily convertible near money.

Money Supply

The total amount of monetary assets available in an economy at a specific time, including cash and bank deposits.

Narrow Measure

A term often used in economics and finance to refer to a specific, targeted way of measuring an aspect of the economy or market.

Banking System

The network of banking institutions and regulations that provide financial services to individuals, businesses, and the government.