Scenario: XYZ Office Supplies

Scenario: XYZ Office Supplies
XYZ Office Supplies is about to introduce a new customer service program that will affect all of its 355 sales and service employees.Job duties will be changed and the employee reward system will be altered to fit this new customer focus.Moreover, the company wants to improve the efficiency of work processes, thereby removing some of the comfortable (and often leisurely) routines that employees have followed over the years.Top management is concerned about what types of forces resisting change that the company will potentially experience during this change process.
-Top management at XYZ should know that employees tend to resist change when:

A) they work in a place where rewards and other control systems are incongruent with the new state of affairs.
B) they perceive that the new state of affairs will have higher direct costs or lower benefits than the existing situation.
C) they perceive that they lack the necessary skills required in the new state of affairs.
D) All of the above.
E) Only 'B' and 'C'.