Ziegenfuss, James T. <br/><br/>
Customer friendly :  the organizational architecture of service / 
James T. Ziegenfuss. 
 - Lanham, MD :  University Press of America,  2007. 
 - ix, 236 p. :  ill. ;  24 cm. 
<br/><br/>Includes bibliographical references and index. 
<br/><br/>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. 
<br/><br/><label>ISBN: </label>0761837531 (paper : alk. paper) 
<br/><br/><label>LCCN: </label>2007922676 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer services.<br/>Customer relations.
<br/><br/><label>LC Class. No.: </label>HF5415.5  / .Z53 2007