TY  - BOOK
AU  - Gureja, Gopal K. 
TI  - Organisational schizophrenia: Impact on customer service quality
SN  - 9788132117308
PY  - 2012///
PB  - SAGE
KW  - Business and Management
N1  - 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
UR  - https://evidya.sagepub.in/library/organisational-schizophrenia?bookId=2613&siteName=evidya
ER  -