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Organisational Schizophrenia: Impact on Customer Service Quality (Response Books) by Gopal K. Gureja is a nonfiction available to read on EtoBox.

What is Organisational Schizophrenia: Impact on Customer Service Quality (Response Books) about?

Watch the author talk about 'Organisational Schizophrenia: Impact on Customer Service Quality'. More than two decades after the watershed economic reforms of 1991, customers find yawning gaps between what many companies promise to deliver as a matter of policy and what, in customers' perception, is actually delivered at the operating level. A major part of the problem stems from the fact that while a company may be keen to maximise customer satisfaction, it would also want to maximise shareholder value at the same time. This obsessive pursuit kills people s objectivity. The resulting conflict of self-interest generates wrong signals within the company, leading to organisational schizophrenia severely affecting employees' emotional engagement. Supported by sizeable empirical research from 300 interviews with almost 200 respondents, including customer-contact employees, the book explores the reasons why, in a company- - behaviour becomes unpredicpble, - responsiveness becomes arbitrary, - initiative becomes risky, - operating practices drift away from policy and - mission statements begin to turn into mere posters. The book shows how organisational schizophrenia and the consequent pr

Who reads Organisational Schizophrenia: Impact on Customer Service Quality (Response Books)?

Author

Gopal K. Gureja

Publisher

SAGE Publications India Pvt, Ltd.

Published

2013

Language

EN

ISBN

9788132117308

Category

nonfiction

Subjects

Management, Business, Psychology