Organizational Schizophrenia: Impact on Customer Service Quality
Gureja, Gopal K.
Organizational Schizophrenia: Impact on Customer Service Quality - New Delhi Sage Publications India Pvt. Ltd. 2013 - 346p
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.
9788132109563 0.00
Customer services
Customer Relations
Organizational Behavior
658.812 / GUR
Organizational Schizophrenia: Impact on Customer Service Quality - New Delhi Sage Publications India Pvt. Ltd. 2013 - 346p
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.
9788132109563 0.00
Customer services
Customer Relations
Organizational Behavior
658.812 / GUR