As a claims adjuster for an insurance company, Catherine has done nothing except process claims. ...

As a claims adjuster for an insurance company, Catherine has done nothing except process claims. Because of changes in her company, she will now have a group of policies to service, from the purchase of the policy through annual renewals, and including any claims the customer might have. Catherine will be the only point of contact for her group of customers for anything they need from the insurance company. This change in Catherine's job is an example of
 
  a. technological displacement.
  b. routinization.
  c. rationalization.
  d. technological determinism.
  e. job enlargement.

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One likely effect of technology upon sales jobs will be
 
  a. to increase the skill needed for sales work.
  b. to reduce discrimination in promotions.
  c. to increase the number of boutique-type specialty shops.
  d. to make sales work resemble clerical work.
  e. to increase the number of sales workers needed.