领导与激励模型(英文原版).pdf11

Introduction
Bill Jackson needs a mortgage to buy a new
house. After some shopping around, he
decides to do business with the company that
has also been handling his primary credit card
– one of the largest banks in the country.
While filling out his application and speaking
with a customer service representative from
the mortgage company, he mentions that he
has a credit card from the same bank. Bill’s
ten-year relationship with the bank has
absolutely no effect in cutting down the
paperwork. Essentially, Bill Jackson was a
brand new customer to the mortgage officer—
he had no credit history with the bank. The
mortgage division of the bank did not know
Mr Jackson from the man in the moon.
Mr Jackson receives the mortgage but after
a few months he realizes that he needs to
extend his credit card limit. After notifying
the bank of his need, Bill receives a letter
informing him he must send in a copy of a
recent paycheck stub or a letter from his boss
indicating his salary. Slightly tweaked, Bill
promptly calls to remind the bank that all of
his personal information resides in the mortgage
department’s computers. The bank’s
response? “I’m sorry, it doesn’t work like
that”. Bill asks, “Why not?” The service
representative responds, “The mortgage
department uses a different computer system
than the credit card department and we can’t
access their information and they can’t access
our information”. After going through a paper
work hassle, Bill receives his line of credit
extension, but, while not downright angry,
Bill leaves feeling a little put off and annoyed
with the bank.
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