This book has focused on the role of the frontline employee in making the difference for his or her organization. It illustrated very clearly the role of leadership and management in recognizing the vital role of the human side of the organization in breaking the path for excellence, better quality, customer-care and satisfaction. Hence, Employee-Customer Relationship Perspective was clearly explored along with the Employee- Employer-Relationship concept. The Internal Marketing and the Relationship Marketing areas were also given full-fledge attention and discussion in this manuscript. The Empowerment perspective in this book was the underlying theme asserting that people may create things and innovate ideas that may lead to success, great outcomes, and sustainable competitive advantage for their organization, the stakeholders and the public at large.

Данное издание не является оригинальным. Книга печатается по технологии принт-он-деманд после получения заказа.