Customer Friendly
Subtitle: The Organizational Architecture of Service
Publisher: University Press of America
Published: May 28, 2007
Language: eng
Format: Paperback
Number of pages: 246
ISBN-13: 9780761837534
Subjects: Customer Service; Business & Economics / Customer Service; Business & Economics; Business / Economics / Finance; Business/Economics
Description: "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."--Jacket.