when abigail’s antiques surveyed its customers, it discovered that customers preferred the company’s competition more than 75 percent of the time. the most frequently cited reason was customer service. during which stage of lewin’s change model should abigail provide her employees with this information about the problems with customer service?

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26-10-2021
Business

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when abigail’s antiques surveyed its customers, it discovered that customers preferred the company’s competition more than 75 percent of the time. the most frequently cited reason was customer service. during which stage of lewin’s change model should abigail provide her employees with this information about the problems with customer service?

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topeadeniran2 topeadeniran2 · Answer 1 · 2021-10-30T15:26:45+02:00

The stage of Lewin’s change model that Abigail should use to provide her employees with information about the issues regarding customer service is the unfreezing stage.

Kurt Lewin developed a change model that was made of three steps which are the unfreezing, changing, and the refreezing stage. According to Lewin, the process of change involves the creation that a change is needed, moving towards the change, and then solidifying the behavior as a norm.

Since Abigail discovered that customers preferred the company’s competition more than 75 percent of the time, this means that a change is needed. This is the unfreezing stage as a change is needed.

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