Organisational Schizophrenia

Impact on Customer Service Quality

Business & Finance, Management & Leadership, Management
Cover of the book Organisational Schizophrenia by Gopal K Gureja, SAGE Publications
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Author: Gopal K Gureja ISBN: 9788132117308
Publisher: SAGE Publications Publication: January 15, 2013
Imprint: Sage Publications Pvt. Ltd Language: English
Author: Gopal K Gureja
ISBN: 9788132117308
Publisher: SAGE Publications
Publication: January 15, 2013
Imprint: Sage Publications Pvt. Ltd
Language: English

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.

Supported by sizeable empirical research from 300 interviews with almost 200 respondents, including customer-contact employees, the book explores the reasons why, in a company-

- behaviour becomes unpredicpble,

- responsiveness becomes arbitrary,

- initiative becomes risky,

- operating practices drift away from policy and

- mission statements begin to turn into mere posters.

The book shows how organisational schizophrenia and the consequent problems can be avoided through disciplined and rigorous commitment to core values, standing up to wrongdoing, and taking a stand for the customer at all levels of management.

View on Amazon View on AbeBooks View on Kobo View on B.Depository View on eBay View on Walmart

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.

Supported by sizeable empirical research from 300 interviews with almost 200 respondents, including customer-contact employees, the book explores the reasons why, in a company-

- behaviour becomes unpredicpble,

- responsiveness becomes arbitrary,

- initiative becomes risky,

- operating practices drift away from policy and

- mission statements begin to turn into mere posters.

The book shows how organisational schizophrenia and the consequent problems can be avoided through disciplined and rigorous commitment to core values, standing up to wrongdoing, and taking a stand for the customer at all levels of management.

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