M: Organizational Behavior 2nd Edition by Steven McShane, Mary Von Glinow

Exercise 59

Your employees are skilled and experienced customer service representatives who perform nonroutine tasks, such as solving unique customer problems or meeting special needs with the company's equipment. Use path- goal theory to identify the most appropriate leadership style(s) you should use in this situation. Be sure to fully explain your answer, and discuss why other styles are less appropriate.