Senior Executives at a Large Retail Organization Want Employees to Become

question 73

Multiple Choice

Senior executives at a large retail organization want employees to become more customer-friendly. Employees think they are serving customers well enough and the company is the dominant player in the market. What should the executives do in this situation?

• A)Keep pushing employees to change even though they don't see the need to change.
• B)Find information in the external environment indicating that the company's dominant position will be threatened unless they become more customer-friendly.
• C)Stop trying to convince employees that they should change.
• D)Threaten to fire employees who do not become more customer-friendly.
• E)Do none of these things.