Pay TV
One industry with a reputation for lessthanstellar customer service is that of the nation's payTV providers. Much of the terrible customer service is blamed on outsourcing. To cut costs, most pay-TV providers have farmed out customer service functions to vast call centers that hire low-paid, poorly trained employees who lack any incentive to care about faceless customers. There is one exception to that rule-DirecTV, which has the best customer service record in the industry even though it, too, uses outsourcing. The primary difference between DirecTV and other pay-TV providers is motivation. The customer service reps get free satellite TV at their homes after three months on the job. The call reps are invited to special events and given the opportunity to mingle with NFL stars
and television celebrities. In addition, the reps were given the power to handle customer's complaints themselves,
rather than simply acting as listeners.
-Refer to Pay TV. Providing free satellite television to call reps after three months of employment is an example of a(n) ____.
A) extrinsic reward
B) absolute reinforcement
C) valence motivator
D) intrinsic reward
E) overreward

Question

Pay TV
One industry with a reputation for less­than­stellar customer service is that of the nation's pay­TV providers. Much of the terrible customer service is blamed on outsourcing. To cut costs, most pay-TV providers have farmed out customer service functions to vast call centers that hire low-paid, poorly trained employees who lack any incentive to care about faceless customers. There is one exception to that rule-DirecTV, which has the best customer service record in the industry even though it, too, uses outsourcing. The primary difference between DirecTV and other pay-TV providers is motivation. The customer service reps get free satellite TV at their homes after three months on the job. The call reps are invited to special events and given the opportunity to mingle with NFL stars
and television celebrities. In addition, the reps were given the power to handle customer's complaints themselves,
rather than simply acting as listeners.
-Refer to Pay TV. Providing free satellite television to call reps after three months of employment is an example of a(n) ____.
A) extrinsic reward
B) absolute reinforcement
C) valence motivator
D) intrinsic reward
E) overreward

Quizplus · Accepted Answer

Providing free satellite television is an example of an extrinsic reward, which is a type of reward that comes from an external source, rather than from within the individual. It is used to motivate employees and improve their job satisfaction. In this case, DirecTV is using this reward to motivate their call reps and improve their customer service.

Pay TV One Industry with a Reputation for Less­than­stellar Customer Service Is

Pay TV One Industry with a Reputation for Lessthanstellar Customer Service Is