BusCorpWants to Introduce a New Procedure for Processing Customer Requests

question 56

Multiple Choice

BusCorp.wants to introduce a new procedure for processing customer requests.If this change will require employees to break old routines and adopt new role patterns, the preferred strategy for dealing with resistance to this change such as this is:

• A)communication.
• B)learning.
• C)stress management.
• D)negotiation.
• E)coercion.

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Definitions:

Overconfidence Effect

A cognitive bias where an individual's subjective confidence in their judgments is greater than their objective accuracy.

Framing Effects

In prospect theory, changes in people’s decision making caused by new information that alters the context, or “frame of reference,” that they use to judge whether options are viewed as gains or losses relative to the status quo.

Mental Accounting

The tendency people have to create separate “mental boxes” (or “accounts”) in which they deal with particular financial transactions in isolation rather than dealing with them as part of an overall decision-making process that would consider how to best allocate their limited budgets across all possible options by using the utility-maximizing rule.

Overpriced Warranties

Service contracts sold at a price significantly higher than the expected cost of repairs, often criticized for their value relative to the benefits provided.