Magic mirror reflects importance: Employees and customers may not be “fairest of all”

Abstract

Purpose

This paper aims to review the latest management developments across the globe and pinpoint practical implications from cutting‐edge research and case studies.

Design/methodology/approach

This briefing is prepared by an independent writer who adds their own impartial comments and places the articles in context.

Findings

Businesses tell employees they are their most important assets and they give customers pretty much the same build‐up in emphasizing their importance. But neither group is more important than the other, and organizations should be honest in their comments.

Practical implications

The paper provides strategic insights and practical thinking that have influenced some of the world's leading organizations.

Originality/value

The briefing saves busy executives and researchers hours of reading time by selecting only the very best, most pertinent information and presenting it in a condensed and easy‐to digest format.

Citation

(2011), "Magic mirror reflects importance: Employees and customers may not be “fairest of all”", Strategic Direction, Vol. 27 No. 5, pp. 12-14. https://doi.org/10.1108/02580541111125752