000			01480cam a22002895a 4500
001			14729667
003			MiTN
005			20190729103217.0
008			070209s2007 mdua 000 0 eng
010			_a 2007922676
020			_a0761837531 (paper : alk. paper)
040			_aDLC _cDLC
049			_aEY8Z
050		4	_aHF5415.5 _b.Z53 2007
100	1		_aZiegenfuss, James T.
245	1	0	_aCustomer friendly : _bthe organizational architecture of service / _cJames T. Ziegenfuss.
260			_aLanham, MD : _bUniversity Press of America, _c2007.
300			_aix, 236 p. : _bill. ; _c24 cm.
504			_aIncludes bibliographical references and index.
505	0		_aCh. 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.
650		0	_aCustomer services.
650		0	_aCustomer relations.
948			_au182546
949			_aHF5415.5 .Z53 2007 _wLC _c1 _hEY8Z _i33039000776566
596			_a1
903			_a11598
999			_c11598 _d11598