kade, who manages a hotel, was recently explaining to deja, a regional manager, his quandary about whether to fire a front desk employee about whom several guests had complained. kade described, "i first identified the problem as poor customer service, and then i brainstormed several solutions. i evaluated each alternative, and then i implemented my decision not to fire the employee. instead i provided him with additional training. finally, i followed up with an evaluation to see if his customer service skills had improved." kade is applying the