You receive a memo that reads as follows: "in recent months, our customer evaluations have dropped, and our sales have decreased by 10 percent. to restore our business, we will do the following: (1) we will contact all of our customers and offer a 10 percent discount on their next purchase. (2) for the customers who spend more than $1,000 per year, we will invite them to join our insiders’ club, which gives them discounted tickets to concerts and sporting events. (3) effective immediately, we will begin staffing our call center 24 hours a day, 7 days a week. (4) customer-service personnel will be given more discretion in customers resolve problems, with minimal interference from supervisors." this memo is a(n):