TY  - BOOK
AU  - Gureja, Gopal K.
TI  - Organizational Schizophrenia: Impact on Customer Service Quality
SN  - 9788132109563
U1  - 658.812 
PY  - 2013///
CY  - New Delhi
PB  - Sage Publications India Pvt. Ltd.
KW  - Customer services
KW  - Customer Relations
KW  - Organizational Behavior
N1  - 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
ER  -