The tyranny of satisfaction reigns in organisations
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|Title:||The tyranny of satisfaction reigns in organisations||Authors:||Clancy, Annette||Permanent link:||http://hdl.handle.net/10197/8207||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School of Economics||Keywords:||Satisfaction; Disappointment||Language:||en||Status of Item:||Not peer reviewed||Is part of:||LSE Business Review|
|Appears in Collections:||Business Research Collection|
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