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Nevaeh manages a home décor store. Last year, she noticed that her employees were treating customers disdainfully. She subsequently fired the employees who demonstrated poor customer service and promoted those who provided good service. Now, good customer service is something that employees do naturally and automatically. According to Lewin's change model, Nevaeh's store is at what step?
Performance Measurement
Involves the process of evaluating the efficiency and effectiveness of an employee, team, or organization's work.
Specific Behavior
A particular action or pattern of actions that can be observed and described in concrete terms.
Graphic Rating Scale
Method of performance measurement that lists traits and provides a rating scale for each trait; the employer uses the scale to indicate the extent to which an employee displays each trait.
Rating Approach
A systematic method used to evaluate or assess performance, quality, or value.
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