What managers say, what employees hear
Subtitle: connecting with your front line (so they'll connect with customers)
By: edited by Regina Fazio Maruca
Contributors: Maruca, Regina Fazio
Publisher: Praeger Publishers
Published: 2006
Place of publication: Westport, Conn
Language: eng
Number of pages: 175
Subjects: Industrial relations; Business communication; Customer relations
Notes: Includes bibliographical references and index
Table of contents: title: Introduction; title: Big picture essentials; title: Organizing the front line : turning decisions into actions / Paul Rogers and Jenny Davis-Peccoud; title: How should the front line really treat your customers? / Paul F. Nunes and Woodruff W. Driggs; title: What Charles taught me about trust at the front line / Robert M. Galford and Woodruff W. Driggs; title: A mission for the front line / Edward E. Lawler III; title: The case for the chief experience officer / Jeffrey F. Rayport; title: Products, customers, and front-line employees / Jay W. Lorsch; title: Riffs on the here and now; title: "We're here to help" (or not) / Monica Higgins; title: The seven deadly sins of corporate miscommunication / Sam I. Hill and Rachel E. Hill; title: No time to be authentic? / Ton Plekkenpol; title: Case-based insights; title: Once upon a time at San Juan Regional Medical Center / Gary Adamson, B. Joseph Pine II, Tom Van Steenhoven, and Jodi Kroupa; title: Strategy and style : Len Roberts at RadioShack / V. Kasturi Rangan and Marie Bell; title: Connecting with employees through front-line leadership : lessons from Southwest Airlines / Jody Hoffer Gittell; title: History tells us; title: Great leaders create environments that unlock potential and lift the human spirit / Michael Lee Stallard, Carolyn Dewing-Hommes, and Jason Pankau