| Description |
ix, 236 pages : illustrations ; 24 cm |
| Contents |
Ch. 1. The customer service problem in six cases : Uncle Arthur's bad day -- Ch. 2. Organizational architecture of customer friendly companies : the case of Westside Hospital -- Ch. 3. The product system : the case of Autocoach -- Ch. 4. The structure of customer friendly : the case of Intercoast Air -- Ch. 5. Psychology of customer friendly : the case of the Royal Court Hotel -- Ch. 6. Managing for customer friendliness : the case of the Federalist Bank -- Ch. 7. Creating a customer friendly culture : the case of Eastern University -- Ch. 8. The process of becoming customer friendly : the case of Mapletree Library |
| Summary |
"This book helps us understand how we develop high performance organizations - in this case, organizations that consistently deliver high quality service. It builds on the theory and application of "systems thinking" to organization design and behavior by showing how products, structure, psychological climate, culture, and leadership work together to produce customer friendly experiences. Beginning with the architectural model, the book offers six cases to illustrate the application: hospital, auto manufacturer, airline, hotel, bank, university, and library."--BOOK JACKET |
| Bibliography |
Includes bibliographical references and index |
| Subject |
Customer services.
|
|
Customer relations.
|
| LC no. |
2007922676 |
| ISBN |
0761837523 (hbk.) |
|
9780761837527 (hbk.) |
|
0761837531 (paperback) |
|
9780761837534 (paperback) |
|
