Question: When the call center operators are allowed to ad-lib with customers, such as blowing a kiss at the Eiffel Tower and watching videos with customers,

When the call center operators are allowed to ad-lib with customers, such as blowing a kiss at the Eiffel Tower and watching videos with customers, Zappos is:

a. Encouraging job crafting

b. Encouraging corporate social responsibility

c. Creating a disadvantage for itself in the marketplace

d. Reducing its attention to interpersonal skill development

Tony Hsiehs approach to giving employees great discretion in interacting with customers recognizes that:

a. Curiosity is a highly sought expertise

b. More managerial control is needed in the workplace

c. All risks must be taken

d. Information should have parameters

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