What managers say, what employees hear : connecting with your front line (so they'll connect with customers) /
What managers say, what employees hear : connecting with your front line (so they'll connect with customers) /
edited by Regina Fazio Maruca.
- Westport, Conn. : Praeger Publishers, 2006.
- xvi, 175 p. : ill. ; 25 cm.
Includes bibliographical references and index.
Introduction -- Big picture essentials -- Organizing the front line : turning decisions into actions / Paul Rogers and Jenny Davis-Peccoud -- How should the front line really treat your customers? / Paul F. Nunes and Woodruff W. Driggs -- What Charles taught me about trust at the front line / Robert M. Galford and Woodruff W. Driggs -- A mission for the front line / Edward E. Lawler III -- The case for the chief experience officer / Jeffrey F. Rayport -- Products, customers, and front-line employees / Jay W. Lorsch -- Riffs on the here and now -- "We're here to help" (or not) / Monica Higgins -- The seven deadly sins of corporate miscommunication / Sam I. Hill and Rachel E. Hill -- No time to be authentic? / Ton Plekkenpol -- Case-based insights -- Once upon a time at San Juan Regional Medical Center / Gary Adamson, B. Joseph Pine II, Tom Van Steenhoven, and Jodi Kroupa -- Strategy and style : Len Roberts at RadioShack / V. Kasturi Rangan and Marie Bell -- Connecting with employees through front-line leadership : lessons from Southwest Airlines / Jody Hoffer Gittell -- History tells us-- -- Great leaders create environments that unlock potential and lift the human spirit / Michael Lee Stallard, Carolyn Dewing-Hommes, and Jason Pankau.
0275987035 : HRD $39.95 9780275987039
Greenwood Pub Group, C/O Harcourt Education 465 S Lincoln Dr, Troy, MO, USA, 63379, (203)2263571-3352 SAN 210-5829
2005036833
GBA622762 bnb
013402813 Uk
Industrial relations.
Business communication.
Customer relations.
HD6971 / .W46 2006
658.4/5
Includes bibliographical references and index.
Introduction -- Big picture essentials -- Organizing the front line : turning decisions into actions / Paul Rogers and Jenny Davis-Peccoud -- How should the front line really treat your customers? / Paul F. Nunes and Woodruff W. Driggs -- What Charles taught me about trust at the front line / Robert M. Galford and Woodruff W. Driggs -- A mission for the front line / Edward E. Lawler III -- The case for the chief experience officer / Jeffrey F. Rayport -- Products, customers, and front-line employees / Jay W. Lorsch -- Riffs on the here and now -- "We're here to help" (or not) / Monica Higgins -- The seven deadly sins of corporate miscommunication / Sam I. Hill and Rachel E. Hill -- No time to be authentic? / Ton Plekkenpol -- Case-based insights -- Once upon a time at San Juan Regional Medical Center / Gary Adamson, B. Joseph Pine II, Tom Van Steenhoven, and Jodi Kroupa -- Strategy and style : Len Roberts at RadioShack / V. Kasturi Rangan and Marie Bell -- Connecting with employees through front-line leadership : lessons from Southwest Airlines / Jody Hoffer Gittell -- History tells us-- -- Great leaders create environments that unlock potential and lift the human spirit / Michael Lee Stallard, Carolyn Dewing-Hommes, and Jason Pankau.
0275987035 : HRD $39.95 9780275987039
Greenwood Pub Group, C/O Harcourt Education 465 S Lincoln Dr, Troy, MO, USA, 63379, (203)2263571-3352 SAN 210-5829
2005036833
GBA622762 bnb
013402813 Uk
Industrial relations.
Business communication.
Customer relations.
HD6971 / .W46 2006
658.4/5