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Author:

Ziegenfuss, James T.

Title:

Customer friendly : the organizational architecture of service / James T. Ziegenfuss, Jr.

Publisher:

University Press of America,

Copyright Date:

c2007

Description:

ix, 236 p. : ill. ; 23 cm.

Subject:

Customer services.
Customer relations.
Organisatiegedrag.
Klantenservice.
Klantgerichtheid.

Notes:

Includes bibliographical references (p. [221]-232) and index.

Contents:

1. The customer service problem in six cases : Uncle Arthur's bad day -- 2. Organizational architecture of customer friendly companies : the case of Westside Hospital -- 3. The product system : the case of Autocoach -- 4. The structure of customer friendly : the case of Intercoast Air -- 5. Psychology of customer friendly : the case of the Royal Court Hotel -- 6. Managing for customer friendliness : the case of the Federalist Bank -- 7. Creating a customer friendly culture : the case of Eastern University -- 8. The process of becoming customer friendly : the case of Mapletree Library.

ISBN:

0761837523 (hbk.)
9780761837527 (hbk.)
9780761837534 (paper : alk. paper)
0761837531 (paper : alk. paper)

LCCN:

2007922676

Locations:

USUX851 -- Iowa State University - Parks Library (Ames)

UQAX771 -- Des Moines Area Community College Library - Ankeny (Carroll)

UNUX074 -- University of Northern Iowa - Rod Library (Cedar Falls)

PLAX964 -- Luther College - Preus Library (Decorah)

OSAX771 -- Grand View University Library (Des Moines)

ULAX314 -- Loras College Library (Dubuque)

UDAX314 -- Charles C. Myers Library (Dubuque)

GLAX641 -- Marshalltown Community College Library (Marshalltown)

IBAX173 -- North Iowa Area Community College Library (Mason City)

OMAX631 -- Geisler Learning Resource Cntr (Pella)

UTAX115 -- Buena Vista University Library (Storm Lake)

PQAX094 -- Wartburg College - Vogel Library (Waverly)