The experts on organizational change agree: change must start at the top and spread down—or at the bottom and work up. The experts are equally in agreement regarding the role of top management in the change process: they must fully support it, or at least not oppose it, or stay out of the matter altogether. The authors present one company's search for a strategy and its discovery—how it holds its work force steady and improves service even as its business is booming.
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Rolland et al. (1981) studied this question.
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