When service employees are laboring at the maximum end of the discretionary effort scale,customers are likely to hear employee mutterings such as "I do not know,I only work here."

Question

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When service employees are laboring at the maximum end of the discretionary effort scale, it is unlikely that they will utter phrases such as "I do not know, I only work here." At this level, employees are highly engaged, motivated and willing to go the extra mile to provide excellent service to customers.

When Service Employees Are Laboring at the Maximum End of the Discretionary