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Promises, Customer Service and Profit

In: Organizational Misbehaviour in the Workplace

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  • Jan Ch. Karlsson

Abstract

The clerical workers thought they were doing an important job, and they were proud of serving the customers of this privatized utility so well. Management regarded the employees as ‘very accommodating’, but said that some changes would have to be made in order to serve the customers even better. Thus, the clerical workers’ duties would be enriched and contain more opportunities for personal development.

Suggested Citation

  • Jan Ch. Karlsson, 2012. "Promises, Customer Service and Profit," Palgrave Macmillan Books, in: Organizational Misbehaviour in the Workplace, chapter 57, pages 133-135, Palgrave Macmillan.
    • Handle: RePEc:pal:palchp:978-0-230-35463-0_57
    DOI: 10.1057/9780230354630_57
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