Bureaucratic control

Behavior control

Output control

A$.$ Most students know that class teams have their own distinct personalities. Professors

often give class teams a lot of autonomy in completing their projects, and sometimes

teams form close bonds around common values. When this happens, teams are a joy to

experience. There's no need for management$-$everyone just does what it takes to get the

job done in the way that matches the team's values and beliefs.

Aaron gets up every morning and goes to the restaurant where he cooks. When talking

about his job, Aaron says, "I can't help it$-$I love to make people happy! The looks on

their faces when they see their dinners is all the reward I'll ever need!" Aaron has never

been late to work, and he always shows up with a smile.

C$.$ Customer satisfaction is the goal of all customer service representatives, but it can be

very difficult to link customer satisfaction to a particular representative. For that reason,

representatives are often measured on their behaviors, such as the number of times their

phones ring before calls are picked up and whether the representative listens carefully to

the customer's problem before offering a solution.