At Jack's Automotive Repair, the Mechanics Rarely Interacted Directly with Customers.Work

Multiple Choice

At Jack's Automotive Repair, the mechanics rarely interacted directly with customers.Work orders were processed by the customer service department and passed on to the mechanics.After experiencing excessive customer complaints about the poor quality of work, Jack realised he was not motivating his mechanics to do quality work.To rectify the situation, Jack designated all of his employees as customer service representatives.The mechanics' roles were expanded to include direct customer contact.This motivational technique is called

A) job enlargement.
B) job redesign.
C) behaviour modification.
D) employee empowerment.
E) management by objectives (MBO) .