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Customer Friendly


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Table of Contents

Part 1 Preface Chapter 2 The Customer Service Problem in Six Cases: Uncle Arthur's Bad Day Chapter 3 Organizational Architecture of Customer Friendly Companies: The Case of Westside Hospital Chapter 4 The Product System: The Case of Autocoach Chapter 5 The Structure of Customer Friendly: The Case of Intercoast Air Chapter 6 Psychology of Customer Friendly: The case of the Royal Court Hotel Chapter 7 Managing for Customer Friendliness: The Case of the Federalist Bank Chapter 8 Creating a Customer Friendly Culture: The Case of Eastern University Chapter 9 The Process of Becoming Customer Friendly: The Case of Mapletree Library Part 10 Endnotes Part 11 Index Part 12 About the Author

About the Author

James T. Ziegenfuss, Jr., Ph.D., (Wharton School of Business, University of Pennsylvania) is Professor of Management & Health Care Systems in the graduate programs in health and public administration, Pennsylvania State University. Professor Ziegenfuss has written over one hundred articles for journals and conferences and authored eleven books on health care, management, strategic planning, and administration.


Adjectives such as clever, innovative, and unique readily come to mind in describing the core import of Customer Friendly... His masterful volume is far from the ordinary, which tends to characterize the substantial literature on the subject of customer service. It will be highly regarded by serious students of customer service and those struggling to build strong customer service in their enterprises... Ziegenfuss's work takes its rightful place among leading college and university texts dealing with customer service and is a valuable asset for curricular libraries. Summing Up: HIGHLY RECOMMENDED. Lower-division undergraduates through professional collections. -- J.B. Kashner, emeritus, College of the Southwest * CHOICE *

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