Customer Friendly - The Organizational Architecture of Service (Hardcover)

The need for customer friendly organizations exists across fields and industries. Corporate leaders have long known the value of customer support. Even public agency leaders increasingly recognize the need to offer better service to citizens. This book presents the organizational architecture of customer friendly organizations. How do some private companies and public agencies become customer friendly-by accident or design? Academics and practicing managers know that organizational design affects behavior. 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 a series of cases to illustrate the application: hospital, auto manufacturer, airline, hotel, bank, university, and library.

General

Imprint:	University Press of America
Country of origin:	United States
Release date:	May 2007
First published:	March 2007
Authors:	James T Ziegenfuss
Dimensions:	239 x 161 x 23mm (L x W x T)
Format:	Hardcover
Pages:	246
ISBN-13:	978-0-7618-3752-7
Categories:	Books > Business & Economics > Business & management > Sales & marketing > Customer services Promotions
LSN:	0-7618-3752-3
Barcode:	9780761837527

Is the information for this product incomplete, wrong or inappropriate? Let us know about it.

Does this product have an incorrect or missing image? Send us a new image.

Is this product missing categories? Add more categories.

Review This Product

No reviews yet - be the first to create one!