Customer Friendly 在线电子书 pdf 下载 txt下载 epub 下载 mobi 下载 2024

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Ziegenfuss, James T. 作者

Rowman & Littlefield Pub Inc

译者

2007-3 出版日期

246 页数

$ 67.74 价格

HRD

丛书系列

9780761837527 图书编码

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发表于2024-11-24

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Customer Friendly 在线电子书 epub 下载 mobi 下载 pdf 下载 txt 下载 2024

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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.

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