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What managers say, what employees hear[electronic resource] :connecting with your front line (so they'll connect with customers) /

紀錄類型:	書目-電子資源 : Monograph/item
杜威分類號:	658.4/5
書名/作者:	What managers say, what employees hear : connecting with your front line (so they'll connect with customers) // edited by Regina Fazio Maruca.
其他作者:	Maruca, Regina Fazio.
出版者:	Westport, Conn. : : Praeger Publishers,, 2006.
面頁冊數:	xvi, 175 p. : : ill. ;; 25 cm.
標題:	Industrial relations.
標題:	Business communication.
標題:	Customer relations.
ISBN:	0313050597 (e-Book)
ISBN:	9780313050596 (e-Book)
ISBN:	0275987035 (alk. paper)
ISBN:	9780275987039 (alk. paper)
書目註:	Includes bibliographical references and index.
內容註:	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.
電子資源:	An electronic book in the ABC-CLIO eBooks Online database, accessible through the World Wide Web; click for information.

What managers say, what employees hear[electronic resource] :connecting with your front line (so they'll connect with customers) /
What managers say, what employees hearconnecting with your front line (so they'll connect with customers) /[electronic resource] :edited by Regina Fazio Maruca. - Westport, Conn. :Praeger Publishers,2006. - xvi, 175 p. :ill. ;25 cm.

Includes bibliographical references and index.

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.

ISBN: 0313050597 (e-Book)

LCCN: 2005036833Subjects--Topical Terms:

367285
Industrial relations.

LC Class. No.: HD6971 / .W46 2006

Dewey Class. No.: 658.4/5

What managers say, what employees hear[electronic resource] :connecting with your front line (so they'll connect with customers) /
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008 230706s2006 ctua sb 001 0 eng
010 $a 2005036833
020 $a 0313050597 (e-Book)
020 $a 9780313050596 (e-Book)
020 $a 0275987035 (alk. paper)
020 $a 9780275987039 (alk. paper)
035 $a 00000315
040 $a DLC $c DLC $d UKM $d BAKER $d C#P $d COO $d PUL $d DLC
050 0 $a HD6971 $b .W46 2006
082 0 0 $a 658.4/5 $2 22
245 0 0 $a What managers say, what employees hear $h [electronic resource] : $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. $3 367285
650 0 $a Business communication. $3 172145
650 0 $a Customer relations. $3 337138
700 1 $a Maruca, Regina Fazio. $3 411632
776 0 $c Original $z 0275987035
856 4 0 $3 Bibliographic record display $u http://ebooks.abc-clio.com/?isbn=9780313050596 $z An electronic book in the ABC-CLIO eBooks Online database, accessible through the World Wide Web; click for information.