A firm trained its customer service representatives who handled telephone inquiries to handle walk-in customers as well.The firm engaged in
A) job design.
B) job enlargement.
C) scientific management.
D) job enrichment.
E) job rotation.

Question

Quizplus · Accepted Answer

Job enlargement involves expanding the employee's duties to include tasks that are similar in skill level and responsibility. In this scenario, customer service representatives were given an additional duty of handling walk-in customers, indicating a job enlargement approach.

A Firm Trained Its Customer Service Representatives Who Handled Telephone