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Describe large, bureaucratic organizations with which you have had contact that have not responded flexibly to customer demands. Also describe examples of satisfactory responsiveness. What do you think accounts for the differences between the responsive and nonresponsive organizations?

(Bateman 322)

Bateman, Thomas, Scott Snell. Management: Leading & Collaborating in a Competitive World, 11th Edition. McGraw-Hill Higher Education, 2015. VitalBook file.

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