Emerald Group Publishing Limited
Copyright © 2000, MCB UP Limited
Edited by Subir ChowdhuryFinancial Times/Prentice HallISBN: 0273639633£21.99
Keywords Management theory, Globalization, Customer satisfaction
The editor has assembled contributions from a number of leading lights in the development of management theory - including some big names such as Rosabeth Moss Kanter and Peter Senge. Together they identify and address the issues facing global organisations in this new millenium in the search for ongoing customer satisfaction and delight. In the new eBusiness world, large companies are forced to re-engineer and re-invent themselves to compete with start-ups that have none of the baggage of history. Whether a large organisation can react quickly enough may be the determinant of its survival. The advantage of large organisations is that they have lots of people and lots of knowledge - together offering great potential for new ideas and for change, but too often delivering exactly the opposite - resistance and stagnation. Such organisations need effective leadership and top quality management: this book addresses what these terms mean!