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) job enrichment only works for management employees.
B) the CSAs may have lacked the skills and knowledge to perform the more challenging work.
C) job enrichment only works when employees participate in the changes.
D) all of the above.
E) none of the above.

Question

Quizplus · Accepted Answer

The CSAs may have lacked the skills and knowledge to perform the more challenging work, which can lead to decreased motivation and satisfaction despite job enrichment.

A Government Agency Enriched the Jobs of Customer Service Assistants