Which of the following statements best describes how firms must treat their frontline workers in order to remain competitive? Frontline workers must be ________.
A) empowered with the authority to respond quickly to the unmet needs of customers
B) closely supervised to reduce the risk of product liability and discrimination lawsuits
C) eliminated and replaced with automated equipment whenever possible
D) relieved of any burden to make a customer decision

Question

Quizplus · Accepted Answer

In order to meet the needs of customers, firms must give their frontline workers more freedom to respond quickly to customer requests. This is the concept of empowerment, which is an important theme throughout the text.

Which of the Following Statements Best Describes How Firms Must