{"product_id":"organisational-schizophrenia-impact-on-customer-service-quality-by-gopal-k-gureja-author","title":"Organisational Schizophrenia: Impact on Customer Service Quality by Gopal K Gureja (Author)","description":"\u003cp\u003eISBN: 9788132109563\u003c\/p\u003e\n\u003cp\u003ePublisher ‏ : ‎ SAGE Publications Pvt. Ltd, January 31, 2013\u003c\/p\u003e\n\u003cp\u003ePaperback, 376 pages\u003c\/p\u003e\n\u003cp\u003eMore than two decades after the watershed economic reforms of 1991, customers find yawning gaps between what many companies promise to deliver as a matter of policy and what, in customers′ perception, is actually delivered at the operating level.\u003cbr\u003eA major part of the problem stems from the fact that while a company may be keen to maximise customer satisfaction, it would also want to maximise shareholder value at the same time. This obsessive pursuit kills people`s objectivity. The resulting conflict of self-interest generates wrong signals within the company, leading to organisational schizophrenia severely affecting employees′ emotional engagement.\u003c\/p\u003e\n\u003cp\u003eSupported by sizeable empirical research from 300 interviews with almost 200 respondents, including customer-contact employees, the book explores the reasons why, in a company,\u003c\/p\u003e\n\u003cp\u003e- behaviour becomes unpredictable,\u003c\/p\u003e\n\u003cp\u003e- responsiveness becomes arbitrary,\u003c\/p\u003e\n\u003cp\u003e- initiative becomes risky,\u003c\/p\u003e\n\u003cp\u003e- operating practices drift away from policy and\u003c\/p\u003e\n\u003cp\u003e- mission statements begin to turn into mere posters.\u003c\/p\u003e\n\u003cp\u003eThe book shows how organisational schizophrenia and the consequent problems can be avoided through disciplined and rigorous commitment to core values, standing up to wrongdoing, and taking a stand for the customer at all levels of management.\u003c\/p\u003e","brand":"I H Pentz Booksellers","offers":[{"title":"Default Title","offer_id":46708768145570,"sku":null,"price":350.0,"currency_code":"ZAR","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0364\/4047\/3732\/files\/61_WTZF4iQL._SY342.jpg?v=1774595623","url":"https:\/\/pentzbooks.co.za\/products\/organisational-schizophrenia-impact-on-customer-service-quality-by-gopal-k-gureja-author","provider":"I H Pentz Booksellers","version":"1.0","type":"link"}