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

Tags from this library: No tags from this library for this title. Log in to add tags.

Average rating: 0.0 (0 votes)

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

Browsing Institute of Management shelves, Collection: General Close shelf browser (Hides shelf browser)

Previous								Next
Previous	658.812 GRO Positively Outrageous Service	658.812 GUL Reorganize for Resilience: Putting Customers at the Center of Your Business	658.812 GUR Creating Customer Value: The Synergy between After-sales Service and Maintenance	658.812 GUR Organizational Schizophrenia: Impact on Customer Service Quality	658.812 GUT The Brave New Service Strategy: Aligning Customer Relationships, Market Strategies and Business Structures	658.812 GUT The Dynamics of Service: Reflections on the Changing Nature of Customer/Provider Interactions	658.812 HAR Harvard Business Review on Customer Relationship Management	Next

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.

There are no comments on this title.

to post a comment.