Answer:
I can see that there are no choices. I'll answer the question according to my own understanding.
From the statement, it would appear that Carlzon was opposed to: executives who believed that empowered employees are not good when it comes to business. For Carlzon, it is okay to allow the employees to satisfy the customers because it will give the company a boosted pride in the long-run.
Explanation:
The question above is related to the book entitled "Achieving Excellence Through Customer Service."
For Carlzon, there is nothing wrong in giving away too much for customers because having over-satisfied customers is not a problem. The real problem lies in "unsatisfied customers," thus it is essential that employees should be empowered in order to give them the responsibility to respond to the customers when the demand calls for it.
So, this explains the answer.
