A firm trained its customer service representatives who handled telephone inquiries to handle walk-in customers as well. The firm was engaging in ____.
A) Job design
B) Job enlargement
C) Scientific management
D) Job enrichment
E) Job rotation

Question

Quizplus · Accepted Answer

Job enlargement involves expanding the range of tasks and responsibilities of a job. In this case, the customer service representatives were trained to handle both telephone inquiries and walk-in customers, thus expanding their job responsibilities.

A Firm Trained Its Customer Service Representatives Who Handled Telephone