Back2Work succeeded because it offered personalized assistance to its clients-pe

Question

Back2Work succeeded because it offered personalized assistance to its clients-people who had lost jobs-beginning with having a live person answer every phone call. When management proposed an automated answering service with a directory tree ("Press 1 for a companydirectory", for example), Cathy was concerned the company would lose customers. Cathy's resistance stemmed from her

A.

belief that uncertainty would increase

B.

concern over personal loss

C.

belief that the change was incompatible with the goals and interests of the organization.

D.

fear that she would be forced out of her habit

Explanation / Answer

C. belief that the change was incompatible with the goals and interests of the organization.

Back2Work offered personalized assistance to its clients. Personal aspect of the service delivered to its clients would be lost if they start using the automated answering service and this might result in loss of business. So this change in not compatible with the original goal and interest of the organization.

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