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.
This resource is supported by the Institute of Museum and Library Services under the provisions of the Library Services and Technology Act as administered by State Library of Iowa.