Item description for Customer Oriented Behavior (None) by Svafa Gronfeldt...
It is believed that service delivery through full utilisation of human resources will become the major tool for competitive advances in the service industry in the coming years and the importance of customer orientation for the success of service organisations has been emphasised in the academic and applied literatures. The purpose of this thesis is to examine an explicit behavioural perspective where the focus is on the extent to which employees engage in direct behaviours specifically designed to benefit customers. This study examines empirically the nature, impact and development of employee customer oriented behaviours. The findings include a step-by-step approach to continuous improvement of service quality and the role of service training programmes, employee selection and managerial implications are discussed.
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Studio: University of Iceland Press
Est. Packaging Dimensions: Length: 9.4" Width: 6.2" Height: 0.53" Weight: 0.81 lbs.
Release Date Dec 1, 2003
Publisher David Brown Book Company
ISBN 9979545372 ISBN13 9789979545378
Availability 0 units.
More About Svafa Gronfeldt
Svafa Gronfeldt is Deputy to the CEO of Actavis Group, one of the world s largest and fastest growing generic pharmaceutical companies. Her major role is to streamline strategy and structural design with the purpose of facilitating growth and adaptability of the company and its subsidiaries through out the world. She received her Ph.D. in Industrial Relations from the London School of Economics and Political Science, where her major focus was on service orientation and management. For the past 9 years, she has also been a member of the faculty of economics and business administration at the University of Iceland. Currently her work takes her throughout the world and is mainly focused on aligning strategy, structure, and the talent of Actavis key personnel in five continents and 32 countries. Dr. Gronfeldt joined Actavis in 2004 as Chief Executive of Strategy and Organizational Development. Prior of joining Actavis she was the County-Managing Partner for Deloitte Consulting in Iceland and was a member of Deloitte s EMEA leadership team; before that, she was a partner in and Director of Research and Development for IMG Gallup. Her consulting and academic career has mainly been focused on leadership coaching and service strategic formulation, and her research projects include numerous occupational and benchmarking studies for companies in the private and public sectors, including numerous longitudinal and cross-cultural studies.
Svafa Gronfeldt has an academic affiliation as follows - IMG Deloitte.