Daya Is a Manager in a Bar

question 114

Multiple Choice

Daya is a manager in a bar. She believes the bar culture has led employees to treat customers disdainfully. She tells her servers that from now on, they are expected to greet customers immediately and get them a drink even if they are seated in someone else's section. Employees are starting to do this. They sometimes forget, but many of them are finding that this change has an effect on customer satisfaction and the tip amount. According to Lewin's change model, Daya's servers are at what step?

• A)refreezing
• B)changing
• C)unfreezing
• D)moving

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Definitions:

Personality

An individual's unique and relatively consistent patterns of thinking, feeling, and behaving.

Cognitive Social-Learning Theories

Theories that emphasize the role of cognitive processes in learning from the social environment, including the effects of beliefs, self-perceptions, and expectations on behavior.

Personality

The mix of features or qualities that establish an individual's distinct identity.

Psychosexual Stages

Psychosexual stages are a series of developmental stages proposed by Freud, in which an individual's personality development is thought to be influenced by the focus of pleasure and sexual impulses.