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M: Organizational Behavior 2nd Edition by Steven McShane, Mary Von Glinow
Edition 2ISBN: 978-0077801960M: Organizational Behavior 2nd Edition by Steven McShane, Mary Von Glinow
Edition 2ISBN: 978-0077801960 Exercise 162
Scenario: Marin's Call Center
Marin works in a call center where their performance is judged based upon key performance indicators such as average time to answer the call, average handle time, and abandon rates. The call center displays the average of these times on large electronic boards as well as a count the number of customers that are waiting. They actively work at reducing all of these numbers and have weekly meetings to discuss each person's performance and ways they are able to improve.
When Marin meets with her supervisor to discuss reducing her average call time each week, they always set a time that she strives to meet that week. This is an example of using ___________ to motivate employees.
A) feedback
B) goal-setting
C) rewards
D) clarification
E) performance
Marin works in a call center where their performance is judged based upon key performance indicators such as average time to answer the call, average handle time, and abandon rates. The call center displays the average of these times on large electronic boards as well as a count the number of customers that are waiting. They actively work at reducing all of these numbers and have weekly meetings to discuss each person's performance and ways they are able to improve.
When Marin meets with her supervisor to discuss reducing her average call time each week, they always set a time that she strives to meet that week. This is an example of using ___________ to motivate employees.
A) feedback
B) goal-setting
C) rewards
D) clarification
E) performance
Explanation
Verified
Verified
By setting a specific goal for Marin to ...
M: Organizational Behavior 2nd Edition by Steven McShane, Mary Von Glinow
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