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Organizational schizophrenia : impact on customer service quality / Gopal K. Gureja.
- Format:
- Book
- Author/Creator:
- Gureja, Gopal K., author.
- Series:
- Response Books
- Language:
- English
- Subjects (All):
- Customer services.
- Organizational behavior.
- Customer relations.
- Physical Description:
- 1 online resource (379 p.)
- Place of Publication:
- Los Angeles, [California] : Sage, 2013.
- Language Note:
- English
- Summary:
- 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.
- Notes:
- Description based upon print version of record.
- Includes bibliographical references and index.
- Description based on print version record.
- ISBN:
- 81-321-1730-1
- 81-321-1150-8
- OCLC:
- 952248543
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