Bibliograph

Human sigma, managing the employee-customer encounter, John H. Fleming, Jim Asplund

Type

Label

Human sigma, managing the employee-customer encounter, John H. Fleming, Jim Asplund

Language

eng

Bibliography note

Includes bibliographical references (p. [289]-313)

Illustrations

illustrations

Index

no index present

Literary Form

non fiction

Main title

Human sigma

Nature of contents

bibliography

Oclc number

170956562

Responsibility statement

John H. Fleming, Jim Asplund

Sub title

managing the employee-customer encounter

Table Of Contents

The terminator school of management -- Quality control -- Human systems and vital signs -- Feelings are facts -- Customer engagement and emotional attachment -- Emotional attachment : confidence and integrity -- Emotional attachment : pride and passion -- Win their brains and their hearts will follow -- Employee engagement -- Engaging your employees -- The scourge of local variation -- HumanSigma -- The strategy and tactics of HumanSigma : evaluate, intervene, and encourage -- The demand for evaluation -- The demand for intervention -- The demand for encouragement

Contributor