A firm trained its customer service representatives who handled telephone enquiries to handle walk-in customers as well. This implies that 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 putting more variety into a worker's job by combining specialized tasks of comparable difficulty. Here, the firm introduced variety into the jobs of customer service representatives by training them to handle walk-in customers as well.

A Firm Trained Its Customer Service Representatives Who Handled Telephone