When corporate headquarters announced new service quality standards for pizza franchise owners, roland knew he would have trouble gaining employees' support because

a. they were not allowed to diverge from existing standards.
b. customers were required to create service quality standards.
c. the process involved both part-time and full-time employees.
d. perishable services were being replaced with tangible services.
e. they were not involved in setting the goals

E) they were not involved in setting the goals

Explanation:

I personally like management by objectives (MBO) since it is a management model that encourages employee participation in the decision making processes and goal setting processes for an organization.

When the employees feel that they have a saying in the decision making processes or goal setting processes, they are really motivated to reach those goals and give their best to prove that they were right when they proposed something. The motivation is different.

In this case, the exact opposite is happening. An order coming from some distant headquarter that was made without any type of employee participation is going to generate frustration and problems.