XYZ Office Supplies is about to introduce a new customer service program that will affect all its 355 sales and service employees. Job duties will be changed, and the employee rewards system will be altered to fit this new customer focus. Moreover, the company wants to improve the efficiency of work processes, thereby removing some of the comfortable (and often leisurely) routines that employees have followed over the years. Top management is concerned about the different types of forces resisting change that the company will potentially experience during this change process. The employees at XYZ discreetly weaken the new customer service program to prove that the decision is wrong and that the new program is not effective. Which of the following reasons to resist change is depicted in this scenario? a. induce organizational learning.
b. negotiate with the employees.
c. use the stress management technique.
d. create an urgency for change.