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Customer Friendly
James T. Ziegenfuss
€ 121.91
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Description for Customer Friendly
Hardback. Num Pages: 246 pages, Illustrations. BIC Classification: KJSU. Category: (G) General (US: Trade). Dimension: 239 x 161 x 23. Weight in Grams: 494.
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 ... Read more
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 ... Read more
Product Details
Format
Hardback
Publication date
2007
Publisher
University Press of America United States
Number of pages
246
Condition
New
Number of Pages
246
Place of Publication
Lanham, MD, United States
ISBN
9780761837527
SKU
V9780761837527
Shipping Time
Usually ships in 15 to 20 working days
Ref
99-15
About James T. Ziegenfuss
James T. Ziegenfuss, Jr., Ph.D., (Wharton School of Business, University of Pennsylvania) is Professor of Management & Health Care Systems in the graduate programs in health and public administration, Pennsylvania State University. Professor Ziegenfuss has written over one hundred articles for journals and conferences and authored eleven books on health care, management, strategic planning, and administration.
Reviews for Customer Friendly
Adjectives such as clever, innovative, and unique readily come to mind in describing the core import of Customer Friendly... His masterful volume is far from the ordinary, which tends to characterize the substantial literature on the subject of customer service. It will be highly regarded by serious students of customer service and those struggling to build strong customer service in ... Read more