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Customer Friendly: The Organizational Architecture of Service,Used
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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 friendlyby accident or design? Academics and practicing managers know that organizational design affects behavior. This book helps us understand how we develop high performance organizationsin 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.
⚠️ WARNING (California Proposition 65):
This product may contain chemicals known to the State of California to cause cancer, birth defects, or other reproductive harm.
For more information, please visit www.P65Warnings.ca.gov.
- Q: What is the main focus of 'Customer Friendly: The Organizational Architecture of Service'? A: The book focuses on how organizations can become more customer friendly through effective organizational architecture, emphasizing the importance of systems thinking in design and behavior.
- Q: Who is the author of this book? A: The author of the book is James T. Ziegenfuss.
- Q: What topics does the book cover? A: The book covers topics such as organizational design, high-performance organizations, customer service strategies, and case studies from various industries including healthcare, automotive, and education.
- Q: Is this book suitable for both private companies and public agencies? A: Yes, the book is suitable for both private companies and public agencies, as it discusses how both can implement customer-friendly practices.
- Q: How many pages does the book have? A: The book has 246 pages.
- Q: What is the condition of the used book being sold? A: The used book is listed in good condition.
- Q: When was 'Customer Friendly: The Organizational Architecture of Service' published? A: The book was published on March 15, 2007.
- Q: What binding type does this book have? A: The book is available in paperback binding.
- Q: Can this book help improve customer service in organizations? A: Yes, the book provides insights and strategies that can help improve customer service by exploring organizational structures and practices.
- Q: Does the book include real-world examples or case studies? A: Yes, the book includes a series of case studies from various sectors to illustrate the application of its concepts.