“Hands‐on” approach keeps GNER on track

Christopher Garnett, chief executive of the UK’s Great North Eastern Railway (GNER), takes a hands‐on approach to customer service. He could sit back and enjoy red‐carpet treatment aboard his own trains, but he is more likely to be found handing out newspapers to passengers and delivering the bad news in person if there is a problem.

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Year of publication:	2002
Published in:	Human Resource Management International Digest. - MCB UP Ltd, ISSN 1758-7166, ZDB-ID 2082534-1. - Vol. 10.2002, 6, p. 17-19
Publisher:	MCB UP Ltd
Subject:	Management styles \| Service operations \| Service quality \| Communications \| Utilities

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Type of publication:	Article
Type of publication (narrower categories):	viewpoint
Language:	English
Other identifiers:	10.1108/09670730210792313 [DOI]
Source:	Other ZBW resources

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