Abstract
Building an organisation capable of sensing and responding can only be accomplished when those involved clearly understand the constraints created by the traditional philosophy and then realise that this philosophy does not serve the customer purpose.
Keywords
Customer Satisfaction Transformational Leader Pure Spin Internal Measurement Frontline Staff
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.
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Copyright information
© Susan Barlow, Stephen Parry and Mike Faulkner 2005