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    3. Organisational Schizophrenia: Impact on Customer Service Quality

    Organisational Schizophrenia: Impact on Customer Service Quality

    Posted By: roxul
    Date: 7 Oct 2024 06:00:12
    Organisational Schizophrenia: Impact on Customer Service Quality

    Gopal K Gureja, "Organisational Schizophrenia: Impact on Customer Service Quality"
    English | ISBN: 8132109562 | 2013 | 376 pages | EPUB | 2 MB

    Watch the author talk about ′Organisational Schizophrenia: Impact on Customer Service Quality′.
    More 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.
    A 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.
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