Back2Work Succeeded Because It Offered Personalized Assistance to Its Clients-People

question 52

Multiple Choice

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 company directory", for example) , Cathy was concerned the company would lose customers. Cathy's resistance stemmed from her

• A) belief that uncertainty would increase
• B) fear that she would be forced out of her habit
• C) concern over personal loss
• D) belief that the change was incompatible with the goals and interests of the organization.