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Serving not selling

Discourse of enterprise (du Gay 1996)

Organisational Climate (Schneider, et al 2005, Schwartz and Davis 1981)

Shifting the psychological contract (Rousseau 1995, 1998)

See Cutcher 2008a

NSW Teachers Credit Union

No! No! we don’t say the ‘C’ word.  That gets knocked out of people very early on.  In orientation we will get people in and they have worked in banks and other service organisations and so they refer to customers but I would say by the time they leave orientation they know it is members (Human Resource Manager, NSW Teachers Credit Union).  

Member and Staff Equality

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