Allowing customers in an auto dealership service department to talk directly to the mechanic rather than to a service manager:
A) is an example of creating a buffering role.
B) is creating a boundary-spanning role.
C) will make the company less fluid.
D) will make the company less responsive to customers.

Question

Quizplus · Accepted Answer

Allowing customers to talk directly to the mechanic is an example of creating a boundary-spanning role. This role involves interacting with individuals or groups outside the organization, such as customers, suppliers, or other stakeholders. Allowing customers to speak directly with the mechanic can improve communication and build trust, leading to better customer satisfaction.

Allowing Customers in an Auto Dealership Service Department to Talk