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. According to______ , employees at most call centers would likely believe they are being treated unfairly compared to DirecTV employees.
A) expectancy theory
B) trait theory
C) goal-setting theory
D) reinforcement theory
E) equity theory

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. According to______ , employees at most call centers would likely believe they are being treated unfairly compared to DirecTV employees.
A) expectancy theory
B) trait theory
C) goal-setting theory
D) reinforcement theory
E) equity theory

Quizplus · Accepted Answer

Equity theory suggests that employees compare the inputs (effort, skills, and time) they provide with the outputs (pay, benefits, and rewards) they receive and compare it to those of others. In this case, employees at other pay-TV providers, who are paid poorly and lack incentives or rewards, would likely perceive an inequity compared to DirecTV employees who receive special benefits, rewards, and recognition.

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

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