Customer friendly : the organizational architecture of service / James T. Ziegenfuss.
Publication details: Lanham, MD : University Press of America, 2007.Description: ix, 236 p. : ill. ; 24 cmISBN:- 0761837531 (paper : alk. paper)
- HF5415.5 .Z53 2007
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Includes bibliographical references and index.
Ch. 1 The customer service problem in six cases : Uncle Arthur's bad day -- Ch. 2 Organizational architecture of customer friendly companies : the case of Westside Hospital -- Ch. 3 The product system : the case of Autocoach -- Ch. 4 The structure of customer friendly : the case of Intercoast Air -- Ch. 5 Psychology of customer friendly : the case of the Royal Court Hotel -- Ch. 6 Managing for customer friendliness : the case of the Federalist Bank -- Ch. 7 Creating a customer friendly culture : the case of Eastern University -- Ch. 8 The process of becoming customer friendly : the case of Mapletree Library.