After Dottie's Gifts and Cards surveyed its customers, it discovered that its customers preferred the company's competition more than 75 percent of the time. The most frequently cited reason was customer service. During which stage of Lewin's change model should Dottie provide her employees with this information about the problems with customer service?

Question

Quizplus · Accepted Answer

In the unfreezing stage, managers try and instill in employees the motivation to change, encouraging them to let go of attitudes and behaviors that are resistant to innovation. For this "unfreezing" to take place, employees need to be dissatisfied with the old way of doing things.

After Dottie's Gifts and Cards Surveyed Its Customers, It Discovered