Judgment on the Front Line

Judgment on the Front Line

How Smart Companies Win by Trusting Their People

Book - 2012
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Reveals the advantages of empowering front-line employees who deal directly with customers, citing the examples of such organizations as Zappos and the Mayo Clinic of Arizona to demonstrate how their practices have significantly improved customer serviceand loyalty.
Publisher: New York : Portfolio/Penguin, 2012
ISBN: 9781591843887
Branch Call Number: 658.314 DER
Characteristics: xiv, 274 p. : ill. ; 24 cm
Additional Contributors: Tichy, Noel M.


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