Human Sigma: Managing the Employee-Customer Encounter

  • 17m 39s
  • Jim Asplund, John H. Fleming
  • Skillsoft
  • 2020
Human Sigma unpacks the concept of a research-based approach to employee-customer interactions—and shows how rethinking your attitude towards your service structure can turn your company around. In this Review, we discuss the salient points of the book based on our interpretation of its contents.