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Book Cover
Book
Author Lashley, Conrad.

Title Empowering service excellence : beyond the quick fix / Conrad Lashley
Published London ; Herndon, VA : Cassell, [1997]
©1997

Copies

Location Call no. Vol. Availability
 MELB  658 Las/Ese  AVAILABLE
Description viii, 208 pages : illustrations ; 25 cm
Series Cassell services management
Cassell services management.
Contents Ch. 1. Employee Empowerment: Definitions and Myths -- Ch. 2. Managerial Meanings of Empowerment -- Ch. 3. Forms of Empowerment and Participation -- Ch. 4. Forms of Empowerment and Involvement -- Ch. 5. Forms of Empowerment and Commitment -- Ch. 6. Forms of Empowerment and Delayering -- Ch. 7. Changes in Working Arrangements -- Ch. 8. Feeling Empowered -- Ch. 9. Improved Organizational Performance -- Ch. 10. Service Quality and Empowerment -- Ch. 11. Employment Strategy and the Service Organization -- Ch. 12. Empowerment: Another Flash in the Panaceas?
Notes Bibliography: p199-206. - Includes index
Bibliography Includes bibliographical references (pages 199-206) and index
Subject Customer services -- Management.
Service industries -- Management.
Service industries -- Quality control.
LC no. 98119234
ISBN 030433166X
0304331694 (paperback)