What managers say, what employees hear : connecting with your front line (so they'll connect with customers) / edited by Regina Fazio Maruca.

Contributor(s): Material type: TextTextPublication details: Westport, Conn. : Praeger Publishers, 2006.Description: xvi, 175 p. : ill. ; 25 cmISBN:
  • 0275987035 : HRD
  • 9780275987039
Subject(s): DDC classification:
  • 658.4/5 22
LOC classification:
  • HD6971 .W46 2006
Online resources:
Contents:
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.
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Holdings
Item type Current library Call number Copy number Status Date due Barcode
Books Books Odessa College Stacks 658.45 W555M (Browse shelf(Opens below)) 1 Available 51994001558222

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.

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