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

Exercise 114

Scenario: The Everything Store
Senior executives at The Everything Store, a large retail organization, want employees to become more customer-friendly. Employees think they are serving customers well enough and the company is the dominant player in the market.
What should the executives do in this situation?
A) Stop trying to convince employees that they should change and use other strategies to gain market.
B) Keep pushing employees to change even though they don't see the need to change and attempt to replace the existing change agent.
C) Introduce punishments to employees who do not become more customer-friendly.
D) Introduce a reward-punishment scheme to promote the change in the organization.
E) Find and communicate information about the external environment indicating that the company's dominant position will be threatened unless they become more customer-friendly.