Question

Curtis is the manager of a footwear store. He carefully chooses his staff members and recruits employees who are attentive, friendly, and articulate. He trains his subordinates to treat customers with respect and courtesy. This scenario illustrates that Curtis uses _____.

A) concertive control
B) objective control
C) bureaucratic control
D) normative control

Answer 1

D) normative control

Step-by-step explanation:

In business, normative controls refers to the practice of managing human resources using actions that shape their behavior. This type of approach focuses on behavior standards or norms more than on actual written policies. Sometimes the norms can even be informal, but that doesn't mean that they are less important.

In this case, Curtis pays a lot of attention to how his employees treat their customers and trains them to do it a certain way that he considers to be effective.