Giving service-contact employees the discretion to make day-to-day decisions on job-related activities is instrumental in creating in a customer-responsive culture.

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Giving service-contact employees the discretion to make day-to-day decisions allows them to respond to customer needs and concerns in real-time, leading to a more customer-centric culture. This empowers employees and can lead to increased job satisfaction and productivity.

Giving Service-Contact Employees the Discretion to Make Day-To-Day Decisions on Job-Related