PROFESSIONAL LEARNING FOR MANAGERS TO SUPPORT CUSTOMER DELIGHT – CURRENT STATE AND FUTURE NEEDS
PROFESSIONAL LEARNING FOR MANAGERS TO SUPPORT CUSTOMER DELIGHT – CURRENT STATE AND FUTURE NEEDS
Author(s): Dirk MenzelSubject(s): Social Sciences, Economy, Psychology, Business Economy / Management, Individual Psychology, Personality Psychology, Organizational Psychology, Human Resources in Economy
Published by: Университет по библиотекознание и информационни технологии
Keywords: customer delight; professional learning; leadership; change management; Servicereise©
Summary/Abstract: Being surrounded by an always faster changing environment, organizations are facing the continuous need for change. Shifting customer expectations, combined with better information and an easy online comparison of products, prices and services require an increasing customer centricity. The concept of customer delight has emerged to offer assistance for this need. The decision-making power should be returned to the customer facing point, while managers have to re-think their behavior and role as a leader. For its implementation related trainings offers for the management, but also for the rest of the employees, are needed. Reviewing the current offer for professional learning there seems to be a lack of target-oriented learning opportunities.
Journal: Образование, научни изследвания и иновации
- Issue Year: I/2023
- Issue No: 4
- Page Range: 15-21
- Page Count: 7
- Language: English
