Question: n the example about AT&T call centers and their customer service initiative, which was designed to improve customer satisfaction with their call directory service; why

n the example about AT&T call centers and their customer service initiative, which was designed to improve customer satisfaction with their call directory service; why did the implementation of their initiative fail?

Employees took advantage of the positive reinforcement structure of the bonus program.

The quota pay system was an obstacle preventing employees from performing as expected

The company failed to extinguish the negative behaviors causing the poor customer service, because they had inefficient tactics.

Because the initiative involved decentralization, employees were unable to make effective decisions.

n the example about AT&T call centers and their customer service

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