Judgment on the Front Line
How Smart Companies Win by Trusting Their PeopleBook - 2012
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
Branch Call Number: 658.314 DER
Characteristics: xiv, 274 p. : ill. ; 24 cm