Southwest Airlines gives their ticket agents the authority to resolve customer complaints,including authority to decide whether to issue refunds or provide upgrades.Southwest is exhibiting:

Question

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Southwest Airlines is exhibiting job enrichment by giving their ticket agents more responsibility and authority, which can lead to higher job satisfaction and empowerment. This approach allows employees to make decisions and solve problems, which adds variety and significance to their roles.

Southwest Airlines Gives Their Ticket Agents the Authority to Resolve