Organisational schizophrenia: Impact on customer service quality/ (Record no. 200407)
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| 000 -LEADER | |
|---|---|
| fixed length control field | 00474nam a2200133Ia 4500 |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER | |
| International Standard Book Number | 9788132117308 |
| 040 ## - CATALOGING SOURCE | |
| Transcribing agency | Department of Business and Management |
| 100 ## - MAIN ENTRY--PERSONAL NAME | |
| Personal name | Gureja, Gopal K. |
| 245 #0 - TITLE STATEMENT | |
| Title | Organisational schizophrenia: Impact on customer service quality/ |
| Statement of responsibility, etc. | Gopal K. Gureja |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. (IMPRINT) | |
| Name of publisher, distributor, etc. | SAGE, |
| Date of publication, distribution, etc. | 2012. |
| 505 ## - FORMATTED CONTENTS NOTE | |
| Formatted contents note | Foreword - R Gopalakrishnan Preface Prologue I: THE PROMISE The Upbeat Promises Gearing Up to Deliver Getting Employees Emotionally Engaged II: THE PERFORMANCE Preamble to Part II The Death of Common Sense The Merry-Go-Round Sheer Indifference III: THE CULTURAL SCHIZOPHRENIA Preamble to Part III The Genesis of Cultural Schizophrenia The Force of 'Numbers' The Policy Paradox Complaints about Complaint Management Communication Disconnect Outsource Task, Not Responsibility Knowledge and Training The Defining Gap: Performance The People Factor Culture of Discipline The Postscript to Part III IV: BACK TO BASICS Afterthought... Appendix 1: CCS: System Output Appendix 2: The Ford Pinto Case Bibliography Index |
| 650 ## - SUBJECT | |
| Keyword | Business and Management |
| 856 ## - ONLINE RESOURCES | |
| url | https://evidya.sagepub.in/library/organisational-schizophrenia?bookId=2613&siteName=evidya |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) | |
| Koha item type | e-Books |
| Home library | Current library | Accession number | Koha item type |
|---|---|---|---|
| Central Library, Sikkim University | Central Library, Sikkim University | E-1631 | e-Books |