Although it$$s clear employees are not especially satisfied with their work, do you think this is a reason for concern? Does research suggest satisfied workers are actually better at their jobs? Are any other behavioural outcomes associated with job satisfaction?

Using the job characteristics model, explain why the present system of job design may be contributing to employee dissatisfaction. Describe some ways you could help employees feel more satisfied with their work by redesigning their jobs.

Tyron has a somewhat vague idea about how to implement the cash rewards system. Describe some of the specific ways you would make the reward system work better, while keeping morale high, based on the case.

Explain the advantages and disadvantages of using financial incentives in a program of this nature. What, if any, potential problems might arise if people are given money for achieving customer satisfaction goals? What other types of incentives might be considered?

Create a specific plan to assess whether the reward system is working. What are the dependent variables that should change if the system works? How will you go about measuring success?

What types of hiring recommendations would you make to find people better suited for these jobs? Which Big Five Personality Model traits would be useful for the customer service responsibilities and emotional labour?