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Closing the Service Gap : how to connect customers, employees, and organizations / Benjamin Laker, Lebene Richmond Soga and Yemisi Bolade-Ogunfodun.
- Format:
- Book
- Author/Creator:
- Laker, Ben (Benjamin), author.
- Language:
- English
- Subjects (All):
- Organizational learning.
- Customer relations.
- Physical Description:
- 1 online resource (1 p.)
- Edition:
- 1st ed.
- Place of Publication:
- Harlow : Pearson Education, Limited, 2023.
- Summary:
- "Why is this book important? The world we face today is a complex one, yet it is one filled with opportunity for those who are brave enough to lean in, brave enough to confront the fears of what lies ahead and brave enough to not simply flex or adapt or follow in the path of others. Many may argue that the word 'ecosystem' has become over-used and has become yet another word to frame how an organisation seeks to compete, adapt or survive. The truth is that the concept of an ecosystem as an interconnected network is not over-used, far from it. It is under-used, and herein lies both the opportunity and the challenge. The opportunity lies in knowing and, equally importantly, doing something about the fact that we, as individuals, and the society and communities in which we all live and work are no longer independent of each other. They can't be, as the interconnectivity that has been built over the years has made that a fact. In traditional management of people, there was always subject and object, the manager being the subject and the managed being the object. But in the Internet of Things (IoT) era, featuring decentralisation, disintermediation and distributed leadership, everyone is the main subject of the enterprise, not staying in the context of subject and object. Employees are turned into autonomous people, organisations are transformed into an ecosystem microenterprises community, and the leadership in the traditional sense now becomes shared"-- Provided by publisher.
- Notes:
- Description based on publisher supplied metadata and other sources.
- ISBN:
- 9781292444376
- 1292444371
- OCLC:
- 1458757642
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