Coverart for item
The Resource What managers say, what employees hear : connecting with your front line (so they'll connect with customers), edited by Regina Fazio Maruca

What managers say, what employees hear : connecting with your front line (so they'll connect with customers), edited by Regina Fazio Maruca

Label
What managers say, what employees hear : connecting with your front line (so they'll connect with customers)
Title
What managers say, what employees hear
Title remainder
connecting with your front line (so they'll connect with customers)
Statement of responsibility
edited by Regina Fazio Maruca
Contributor
Subject
Language
eng
Cataloging source
DLC
Dewey number
658.4/5
Illustrations
illustrations
Index
index present
LC call number
HD6971
LC item number
.W46 2006
Literary form
non fiction
Nature of contents
bibliography
http://library.link/vocab/relatedWorkOrContributorName
Maruca, Regina Fazio
http://library.link/vocab/subjectName
  • Industrial relations
  • Business communication
  • Customer relations
Label
What managers say, what employees hear : connecting with your front line (so they'll connect with customers), edited by Regina Fazio Maruca
Instantiates
Publication
Bibliography note
Includes bibliographical references and index
Contents
Introduction -- pt. 1. 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 -- pt. 2. 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 -- pt. 3. 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 -- pt. 4. History tells us.... -- Great leaders create environments that unlock potential and lift the human spirit / Michael Lee Stallard, Carolyn Dewing-Hommes, and Jason Pankau
Control code
ocm62872454
Dimensions
25 cm.
Extent
xvi, 175 p.
Isbn
9780275987039
Isbn Type
(alk. paper)
Lccn
2005036833
Other physical details
ill.
System control number
(OCoLC)62872454
Label
What managers say, what employees hear : connecting with your front line (so they'll connect with customers), edited by Regina Fazio Maruca
Publication
Bibliography note
Includes bibliographical references and index
Contents
Introduction -- pt. 1. 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 -- pt. 2. 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 -- pt. 3. 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 -- pt. 4. History tells us.... -- Great leaders create environments that unlock potential and lift the human spirit / Michael Lee Stallard, Carolyn Dewing-Hommes, and Jason Pankau
Control code
ocm62872454
Dimensions
25 cm.
Extent
xvi, 175 p.
Isbn
9780275987039
Isbn Type
(alk. paper)
Lccn
2005036833
Other physical details
ill.
System control number
(OCoLC)62872454

Library Locations

    • Academic LibraryBorrow it
      2020 S. Avenue 8E, Yuma, AZ, 85366, US
      32.6910976 -114.6289698
Processing Feedback ...