Companies a and z are both large manufacturers of personal computers. neither company had provided any type of support for their systems once customers had owned them for 30 days. company a decided to offer free "live person" support for 90 days and for a minimal fee thereafter. company z noticed a dip in sales almost immediately and an increase in customer complaints. according to lewin's force field analysis model, "evolving client expectations" would be a pushing company z toward a new state of affairs.
Customers are turning into spoiled brats, their demands are constantly evolving because their expectations of what they consider a good service is always rising. Customers will appreciate a better service, but they get used to it very fast and then they start to demand for even better services.
Social media is making things even more difficult since any complain about a perceived bad service is immediately posted and it reaches thousands of people. In an extremely connected world, any better service offered by a company must be copied or improved immediately by its competitors.
the answer is a.
by: nicholas dooley
answer; the cpi;