Why, even with the best of intentions, do companies fail to fully meet customers’ expectations?
The author has conducted extensive research and is written with great simplicity to help organizations understand this problem and suggest solutions.
This book is full of insights that will help the reader become aware of issues that drive employee behavior.
It is lucid and contemporary and is a must read for any one in management and applies to service based organizations as much as manufactured products.
Posted on March 24, 2013 at Amazon