Customer-driven organizations require managers to closely direct and control their employees.

Question

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Customer-driven organizations will exceed their customers' expectations by empowering their frontline employees. The movement toward empowerment suggests that lower-level workers are likely to assume more responsibility in the future, while managers will give up some of their authority. Managers must train frontline people to make decisions without the need to consult managers.

Customer-Driven Organizations Require Managers to Closely Direct and Control Their