A regional air carrier had high employee turnover in a variety of customer service jobs.Exit interviews revealed that employees left because they were bored.Job 1 employees sold tickets at the counter.Job 2 employees tagged and handled baggage.Job 3 employees announced departing flights.Job 4 employees announced arriving flights.Job 5 employees took boarding passes for departing passengers.Job 6 employees addressed the needs and concerns of passengers.Which of the following JCM interventions would make boring work more fulfilling?
A)Making Job 2 functions part of the rest of the jobs would enhance feedback,autonomy,variety,and identity.
B)Making Job 3 functions part of the rest of the jobs would enhance feedback,autonomy,variety,and identity.
C)Making Job 4 functions part of the rest of the jobs would enhance feedback,autonomy,variety,and identity.
D)Making Job 5 functions part of the rest of the jobs would enhance feedback,autonomy,variety,and identity.
E)Making Job 6 functions part of the rest of the jobs would enhance feedback,autonomy,variety,and identity.

Question

Quizplus · Accepted Answer

Making Job 6 functions part of the rest of the jobs would enhance feedback, autonomy, variety, and identity. Job 6 employees are responsible for addressing the needs and concerns of passengers, which requires problem-solving and personalized communication skills. By incorporating this function into the other jobs, employees would have more variety in their tasks and be able to use their problem-solving and communication skills more frequently. This would also enhance their sense of identity, as they would be able to see the immediate impact of their work on customer satisfaction. Additionally, having more autonomy in addressing customer needs and concerns would likely lead to increased job satisfaction.

A Regional Air Carrier Had High Employee Turnover in a Variety