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• 000 02067nam 22002418a 4500

• 001 0000307332

• 005 20080512101300.0

• 008 051223s2006 ctua b 001 0 eng

• 020 __ |a 0275987035 (alk. paper) : |c CNY530.79

• 024 3_ |a 9780275987039

• 040 __ |a DLC |c Wuxilib

• 042 __ |a pcc

• 090 __ |a F270/W23

• 093 __ |a F270 |2 4

• 245 00 |a What managers say, what employees hear : |b connecting with your front line (so they'll connect with customers) / |c edited by Regina Fazio Maruca.

• 260 __ |a Westport, Conn. : |b Praeger Publishers, |c 2006.

• 300 __ |a xvi, 175 p. : |b ill. ; |c 25 cm.

• 504 __ |a Includes bibliographical references and index.

• 505 0_ |a 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.

• 650 _0 |a Industrial relations.

• 650 _0 |a Business communication.

• 650 _0 |a Customer relations.

• 700 1_ |a Maruca, Regina Fazio.