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Keywords: Telecom Australia
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Journal Articles
Leadership & Organization Development Journal (1994) 15 (8): 16–23.
Published: 01 December 1994
...Hank Schaafsma; James Athanasou Examines the concerns profiles of 243 front‐line managers within Telecom Australia who were engaged in implementing two related innovations: (a)a new service policy called “Fix‐It‐First‐Time” and (b) a change in the functional role of front‐line managers. Results...

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