Nevaeh manages a home décor store. Last year, she noticed that her employees were treating customers disdainfully. She subsequently fired the employees who demonstrated poor customer service and promoted those who provided good service. Now, good customer service is something that employees do naturally and automatically. According to Lewin's change model, Nevaeh's store is at what step?

Question

Quizplus · Accepted Answer

Refreezing is the final step in Lewin's change model, which involves reinforcing and stabilizing the change to ensure that it becomes permanent. In this case, Nevaeh has already unfrozen her store's previous behaviors, made changes by firing poor-performing employees and promoting good ones, and moved toward a new norm of good customer service. Now, by encouraging good customer service and reinforcing these behaviors, Nevaeh can refreeze her store and ensure that good customer service becomes a permanent part of the store's culture.

Nevaeh Manages a Home Décor Store