Skills that include defining and sequencing activities, communicating expectations, assigning resources to activities, and monitoring outcomes best represent:

________ refers to whether the cause-and-effect relationships found in the experiment remain the same when replicated in a larger population

A) Internal validity B) Extraneous validity C) External validity D) Control validity E) Population validity

A customer support call center grades their employees on how quickly they resolve customer problems (average call time) and how many times the customer request escalates to the point that a supervisor must be summoned to resolve the dispute

What might an employee do to perform well on these metrics without actually providing good customer service? What could management do to prevent such behaviors?