Organizational Schizophrenia: Impact on Customer Service Quality

By:

Gureja, Gopal K

Material type: Text

TextPublication details: New Delhi Sage Publications India Pvt. Ltd. 2013Description: 346pISBN:

9788132109563

Subject(s):

DDC classification:

658.812 GUR

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Holdings
Item type	Current library	Item location	Collection	Call number	Status	Date due	Barcode	Item holds
Book	NIMA Knowledge Centre	6th Floor Reading Zone	General	658.812 GUR (Browse shelf(Opens below))	Available		M0029243

Total holds: 0

pt. I THE PROMISE 1.The Upbeat Promises 2.Gearing Up to Deliver 3.Getting Employees Emotionally Engaged pt. II THE PERFORMANCE Preamble to Part II 4.The Death of Common Sense 5.The Merry-Go-Round 6.Sheer Indifference pt. III THE CULTURAL SCHIZOPHRENIA Preamble to Part III 7.The Genesis of Cultural Schizophrenia 8.The Force of `Numbers' 9.The Policy Paradox 10.Complaints about Complaint Management 11.Communication Disconnect 12.Outsource Task, Not Responsibility 13.Knowledge and Training 14.The Defining Gap: Performance 15.The People Factor 16.Culture of Discipline 17.The Postscript to Part III pt. IV BACK TO BASICS Preamble to Part IV 18.Afterthought.

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