Question

A large customer service calling center allows its employees to set their own working hours. When they come into work, they sit in soundproofed cubicles and use both a script and their own judgment to resolve customers’ issues. Each worker earns bonuses based on performance and reports enjoying helping nice customers. What is the MOST likely cause of any alienation that these workers may feel toward their job?

(1 point)

their lack of control over their job activities

their lack of involvement in teams or team efforts

their small role in ensuring customers are satisfied

their inability to feel a sense of accomplishment

Answer 1

their lack of involvement in teams or team efforts

Explanation: Soundproofed cubicles isolate workers, reducing social interaction and team involvement—which is the most likely source of alienation here given they have autonomy, performance rewards, and direct customer contact.