Uncover the impact of organisational schizophrenia on customer service quality in Indian businesses. This book dissects the gap between corporate promises and customer perception post-1991 reforms, exploring how conflicting objectives affect employee engagement and service delivery. Essential for Indian business leaders and students, it reveals why behaviour becomes unpredictable and offers data-backed insights to bridge these divides. Learn to foster a disciplined commitment to core values and customer focus for superior service quality in the dynamic Indian market.