A government agency enriched the jobs of customer service assistants (CSAs) by giving them more autonomy and responsibility for clients in a specific geographic area. Previously, CSAs had limited autonomy and would serve clients based on random assignment. Although these changes clearly enriched the jobs, many of the CSAs were neither more motivated nor satisfied after the changes. These negative results likely occurred because:
A)the CSAs may have lacked the skills and knowledge to perform the more challenging work.
B)job enrichment only works for management employees.
C)job enrichment only works when employees participate in the changes.
D)All of the answers are correct.
E)None of the answers apply.

Question

Quizplus · Accepted Answer

The lack of motivation and satisfaction may be due to the CSAs being unable to perform the new, more challenging work. This suggests that they may need additional training and support to effectively carry out their new responsibilities.

A Government Agency Enriched the Jobs of Customer Service Assistants