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Situation 2 To improve customer service quality, employees' telephone calls are monitored. Monitoring is random and employees do not know when a quality manager is listening to a call. Customer service representative Luis Perez made a personal phone call while Steve Young was monitoring the line. During the call, Luis made plans for his weekend activities. 1. Is the action illegal?

Situation 2 To improve customer service quality, employees' telephone calls are monitored. Monitoring is random and employees do not know when a quality manager is listening to a call. Customer service representative Luis Perez made a personal phone call while Steve Young was monitoring the line. During the call, Luis made plans for his weekend activities. 1. Is the action illegal?

Practical Management Science
Practical Management Science
6th Edition
ISBN:9781337406659
Author:WINSTON, Wayne L.
Publisher:WINSTON, Wayne L.
Chapter2: Introduction To Spreadsheet Modeling
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Situation 2 To improve customer service quality, employees' telephone calls are monitored. Monitoring is random and employees do not know when a quality manager is listening to a call. Customer service representative Luis Perez made a personal phone call while Steve Young was monitoring the line. During the call, Luis made plans for his weekend activities. 1. Is the action illegal?
Transcribed Image Text:Situation 2 To improve customer service quality, employees' telephone calls are monitored. Monitoring is random and employees do not know when a quality manager is listening to a call. Customer service representative Luis Perez made a personal phone call while Steve Young was monitoring the line. During the call, Luis made plans for his weekend activities. 1. Is the action illegal?
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