The billing manager at a large hospital has implemented a procedure,which she hopes will increase patient satisfaction with the services delivered by her staff.She began by issuing a memo to each member of her staff emphasizing the importance of increasing patient satisfaction with their services,and describing penalties for employees whose performance is weak in this area.She has followed that up by providing a verbal reprimand as well as a written warning to any staff member who is observed behaving antagonistically toward patients.Which of the following sources of a leader's power has the billing manager apparently used in this example?

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The billing manager has used coercive power by warning staff members of penalties for weak performance related to patient satisfaction and providing verbal and written reprimands.

The Billing Manager at a Large Hospital Has Implemented a Procedure,which