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Essay text:
Recently she has not been able to meet the sales targets, with high employee turnover and decline in customer satisfaction. Lyn is resisting the change to a “customer intimacy” model developed by Annie Sorrento as she believes that it will threaten her position as Vice President of Sales in Intersect.
“Resistance to change is an emotional/ behavioral response to real or imagined threats to an established work routine” (Kinicki & Kreitner, 2004)
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Intersect uses customer feedback to implement changes. Results from the recent campaign presented by Joel showed customers desired expanded portfolio of services and wanted Intersect representatives to be able to build a relationship of trust with their customers...
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