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.

Question

Quizplus · Accepted Answer

Cathy's resistance comes from her belief that the proposed change goes against the goals and interests of the organization. She believes that having a live person answer every phone call was one of the things that made Back2Work successful, and that introducing an automated answering service would hurt the company's ability to offer personalized assistance to its clients. Her resistance is based on the conviction that the change would not serve the best interests of the organization.

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