Back2Work succeeded because it offered personalized assistance to its clients-people who had lost jobs-beginning with having a live person answer every phone call. When management proposed an automated answering service with a directory tree ("Press 1 for a companydirectory", for example), Cathy was concerned the company would lose customers. Cathy's resistance stemmed from her

A.

belief that uncertainty would increase

B.

concern over personal loss

C.

belief that the change was incompatible with the goals and interests of the organization.

D.

fear that she would be forced out of her habit

Back2Work's goal is to help unemployed people deal with the fact that they have been recently fired. Being fired is not a pleasant thing and many times may lead to depressions and other related personal problems. One of the main advantages of Back2Work was personalized assistance and if they are going to use an automated answering machine then they are shattering a key feature. Personalized assistance can be considered a core competency of Back2Work and they shouldn't eliminate it.