Empowerment and Entrapment
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Customer Service by Andrew Sturdy
Book DescriptionCustomer services is at the centre of many recent changes in work and organizations and is often celebrated as being of benefit to all. This book explores the real nature of customer service from different critical perspectives drawing on a wide range of sectors internationally. A provocative and insightful work aimed at students of organizations and management as well as thoughtful practitioners.
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Book DetailsISBN: 9780333946077
(234mm x 155mm x 13mm)
Imprint: Palgrave Macmillan
Publisher: Palgrave Macmillan
Publish Date: 29-Mar-2001
Country of Publication: United Kingdom
Books By Author Andrew Sturdy
Management as Consultancy, Hardback (January 2013)
Written for researchers, professionals and students, this book examines the dynamics and dilemmas of internal management consultancy.
Management Consultancy, Paperback (June 2010)» View all books by Andrew Sturdy
Management consultants are typically seen as key mediators in the flow of management ideas. And yet little is known about exactly what happens when they work together with clients, behind closed doors in consulting projects. Do they really innovate or simply legitimate existing knowledge? This book offers a 'fly on the wall' view.
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Author Biography - Andrew Sturdy
ANDREW STURDY is Reader in Organisation Studies, School of Management, Imperial College, University of London. IRENA GRUGULIS is Reader in Employment Studies, School of Management, University of Salford. HUGH WILLMOTT is Diageo Professor of Management Studies, The Judge Institute of Management, University of Cambridge.
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