Research: Double Movement of Relfective Thought Case Study
prides itself on its high- quality customer service. Lately complaints have
surfaced that an increased number of incoming calls are being misrouted or
dropped. Yesterday, when passing by the main reception area, you noticed the
receptionist fiddling with his hearing aid. In the process, a call came in and
would have gone unanswered if not for your intervention. This particular
receptionist had earned an unsatisfactory review three months earlier for
tardiness. Your inclination is to urge this 20 year employee to retire or to
fire him, if retirement is rejected, but you know the individual is well liked
and seen as a fixture in the company.
a. Pose several hypotheses that might account for dropped or
misrouted incoming calls.
b. Using the double movement of reflective thought, show how
you would test these hypotheses.
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