Question

Lydia owns a fashion store for women, and her main focus is on providing quality customer service. The staff is trained to treat customers with utmost care and provide them with reliable fashion advice. Lydia carefully chooses her staff and appoints people who are attentive, friendly, and have a good fashion sense. In this case, Lydia is using _____.

A) concertive controlB) adaptive controlC) bureaucratic controlD) normative control

Answer 1

D) normative control

Step-by-step explanation:

Normative control is a management technique adopted by employers wherein, they encourage their employees to acquire attitudes that align with managerial objectives. In Lydia's fashion store, the managerial objective is quality customer service.

To achieve this objective, the employer of labor appoints people whose positive attitudes such as attentiveness, and friendliness, align with their main focus of providing quality customer service. This form of control allows the employees to develop attitudes that are in tandem with the business environment.

Answer 2

D) normative control.

Step-by-step explanation:

In this case, Lydia is using normative control so as to train her staffs to treat customers with utmost care and provide them with reliable fashion advice.

In order to achieve this, Lydia carefully chooses her staff and appoints people who are attentive, friendly, and have a good fashion sense.

Normative control is a strategy that governs the behavior of employees through the use of beliefs and values called norms rather than the written procedures and policies.