The tyranny of satisfaction reigns in organisations

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Title: The tyranny of satisfaction reigns in organisations
Authors: Clancy, Annette
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Date: 14-Nov-2016
Abstract: These days, in educational and organizational settings doing the ‘best I can do’ is perceived as ‘not good enough’. In order to survive, and thrive, I need to offer more than the best. I need to provide satisfaction with a money back guarantee. The tyranny of satisfaction reigns everywhere. We are frequently ‘outraged’ and ‘disgusted’ when services fail to meet their emphasis on customer satisfaction. Organisational members who exceed targets by 10 per cent this quarter are rarely cheered on and told to take it easy for the next quarter. Next quarter’s target has now been increased by 10 per cent, which becomes the new normal.
Type of material: Contribution to Newspaper/Magazine
Publisher: London School of Economics
Keywords: SatisfactionDisappointment
Language: en
Status of Item: Not peer reviewed
Is part of: LSE Business Review
Appears in Collections:Business Research Collection

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