You are the first line manager at a large retail chain. You've noticed you're getting lots of customer complaints regarding the quality of your store's customer service. Employees seem to be surly with customers AND each another, and you've noticed they do everything they can to avoid working. You know that something has to change, but you're not quite sure what.
How would you go about diagnosing what's wrong and how would you make a lasting change? (Would you redesign the jobs? Would you put in a behavior control system? Would you hire and train differently? What would YOU DO?)