Narrative 15-1
Urban legends and Internet scams are a real problem for some businesses. In 1997, Gerber Baby Foods was flooded with one million letters and 80,000 phone calls from parents responding to an e-mail about a phony class-action lawsuit. Another urban legend about a Costa Rican flesh-eating bacteria that affected banana shipments cost that industry more than $30 million in 1999. More recently, Procter & Gamble (P&G) had to deal with claims that its Febreze product contained Agent Orange, a dangerous chemical. Many companies choose to ignore these myths created by angry customers or rabble-rousers, but experts believe that doing so is the worst possible action to take. Instead, companies should do everything possible to reassure their customers.
-Refer to the Narrative 15-1.Some top managers encourage subordinates to do everything in their power to assure customers that Internet myths about their companies are false.In what do the manager s engage?
A) downward communication
B) information diffusion
C) upward communication
D) grapevine establishment

Question

Quizplus · Accepted Answer

Managers are engaging in downward communication, which involves passing information from higher levels of the organizational hierarchy to lower levels, in this case, instructing subordinates to reassure customers.

Narrative 15-1 Urban Legends and Internet Scams Are a Real Problem for Problem