Organisational schizophrenia: Impact on customer service quality/ Gopal K. Gureja

By: Gureja, Gopal KMaterial type: TextTextPublication details: SAGE, 2012ISBN: 9788132117308Subject(s): Business and ManagementOnline resources: Click here to access online
Contents:
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
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e-Books e-Books Central Library, Sikkim University
Not for loan E-1631
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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

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