Copyright

Library of Congress Cataloging-in-Publication Data

Basch, Michael.

Customer culture : how Fed Ex and other great companies put the customer first every day / Michael Basch.

p. cm. --- (Financial Times Prentice Hall)

Includes index.

ISBN 0-13-035331-0

1. Corporate culture. 2. Organizational effectiveness. 3. Quality of work life. 4. Customer loyalty. 5. Corporate culture--Case studies. 6. Organizational effectiveness--Case studies. I. Title. II. Financial Times Prentice Hall books

HD58.7.B372 2002

658--dc21

200202068

  • Editorial/production supervision:

    Laura Burgess

  • Executive editor:

    Tim Moore

  • Editorial assistant:

    Allyson Kloss

  • Marketing Manager:

    Bryan Gambrel

  • Manufacturing buyer:

    Maura Zaldivar

  • Cover design director:

    Jerry Votta

  • Cover design:

    Anthony Gemmellaro ...

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