This exercise directs students to analyze a client-oriented firm, the first understanding of the elements that characterize a client-oriented organization, by capturing and comparing the approach of the company to the customer orientation. Students interviewed at three levels organization-CEO/leadership level, the level of corporate power, and front-line/customer-facing employee level. "Hide
on F. Asis Martinez-Jerez Source: Exercise 4 pages. Publication Date: March 25, 2011. Prod. #: 111118-PDF-ENG