Organisational Schizophrenia : Impact on Customer Service Quality.

Supported by substantial empirical research and the voices of the customer contact employees, this book explores the reasons for the gap between what many companies promise as a matter of policy and what, in customers' perception, is actually delivered at the operating level.

Detalles Bibliográficos
Clasificación:Libro Electrónico
Autor principal: Gureja, Gopal K.
Formato: Electrónico eBook
Idioma:Inglés
Publicado: New Delhi : SAGE Publications, 2013.
Temas:
Customer services.
Organizational behavior.
Customer relations.
Service à la clientèle.
Comportement organisationnel.
BUSINESS & ECONOMICS > Industrial Management.
BUSINESS & ECONOMICS > Management.
BUSINESS & ECONOMICS > Management Science.
BUSINESS & ECONOMICS > Organizational Behavior.
Customer relations
Customer services
Organizational behavior
Acceso en línea:Texto completo
Descripción
Sumario:Supported by substantial empirical research and the voices of the customer contact employees, this book explores the reasons for the gap between what many companies promise as a matter of policy and what, in customers' perception, is actually delivered at the operating level.
Descripción Física:1 online resource (379 pages)
Bibliografía:Includes bibliographical references (pages 333-334) and index.
ISBN:9788132111504
8132111508

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