In the Netflix-Qwikster example, what management behavior is highlighted as important?

• A. Reducing costs only
• B. Management and adapting to crisis
• C. Expanding into new markets
• D. Hiring externally

Answer: (B)

Crisis management and adaptive leadership are the focus here. In the Netflix-Qwikster episode, what mattered most was how management confronted a sudden, large customer backlash and realigned the plan in response. The best answer highlights the need to take charge during a crisis, communicate clearly, and adjust strategy quickly to address stakeholder concerns. That kind of decisive, responsive leadership is what the situation demonstrated. Simply cutting costs, expanding into new markets, or hiring externally wouldn’t address the immediate need to guide the company through the crisis and realign with customer expectations.