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One of the authors recently worked with a retailer that wished to improve its service to customers. It developed a set of blank and behaviours
One of the authors recently worked with a retailer that wished to improve its service to customers. It developed a set of blank and behaviours to encourage customer-centricity, particularly promoting the concept of team working across the organisation. Employees were told that to deliver excellent service everyone had to work as a team. However, what they saw in the behaviour of their blank was back-biting and blank . Senior managers' behaviour actively promoted a sense of rivalry and lack of cooperation
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