MARC状态：审校 文献类型：西文图书 浏览次数：9
- 题名/责任者:
- What managers say, what employees hear : connecting with your front line (so they'll connect with customers) / edited by Regina Fazio Maruca.
- 出版发行项:
- Westport, Conn. : Praeger Publishers, 2006.
- ISBN:
- 0275987035 (alk. paper) :
- 其它标准号:
- 9780275987039
- 载体形态项:
- xvi, 175 p. : ill. ; 25 cm.
- 附加个人名称:
- Maruca, Regina Fazio.
- 论题主题:
- Industrial relations.
- 论题主题:
- Business communication.
- 论题主题:
- Customer relations.
- 中图法分类号:
- F270
- 书目附注:
- Includes bibliographical references and index.
- 内容附注:
- 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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