19 Jun Chapter 16 Case Study:
How American Express Taps the Full Potential of Its Employees
1. Do you think it would be unusual for a manager such as Doria Camaraza to spend a significant portion of her time motivating her workforce? Explain.
2. Which of the needs on Maslow’s hierarchy of needs could delivering exceptional customer service at the World Service Center satisfy? Why? If you have omitted one or more of the needs, explain why the delivery of exceptional customer service would not satisfy those needs.
3. Is it possible for Camaraza’s efforts to be successful in motivating workers yet be detrimental to organizational success? Explain.
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