Firm with reputation for high-quality customer service

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Reference no: EM132236066

You are a manager of a large telemarketing firm with a reputation for high-quality customer service. Lately complaints have surfaced that an increased number of incoming calls are being misrouted or dropped. Last week, while passing by the main reception area, you noticed the receptionist fiddling with his hearing aid. Yesterday, you noticed a new, very young receptionist chatting on her cell while working the reception desk.

(a) Pose three possible hypotheses that might account for the dropped or misrouted incoming calls. (Any combination of relational, correlational, and causal but clearly state which one)

(b) Using the double movement of reflective thought, show how you would test each hypothesis.

Reference no: EM132236066

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