A cable TV company redesigned jobs so that one employee interacts directly with customers, connects and disconnects their cable service, installs their special services and collects overdue accounts in

A cable TV company redesigned jobs so that one employee interacts directly with customers, connects and disconnects their cable service, installs their special services and collects overdue accounts in an assigned area. They also decided to do away with scripted customer interaction manuals and allow each employee to determine how best to interact with each customer. Previously, each task was performed by a different person and the customer interacted only with someone at the head office. This change most likely increased each employee's _______________. Group of answer choices

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