Download or read book Service Quality written by Benjamin Schneider and published by SAGE. This book was released on 2004 with total page 204 pages. Available in PDF, EPUB and Kindle. Book excerpt: The last three decades have seen a dramatic increase in the attention businesses devote to their quality of service. Scholars and researchers in a number of disciplines, including marketing, human resources I/O psychology, sociology, and consumer behavior, have all made substantial contributions to understanding what service is, how service and service delivery quality are experienced by customers, and the role of employees and their organizations in service delivery. Service Quality: Research Perspectives presents a comprehensive overview and analysis of the field and its research, including its growth, emerging trends, and debates
Download or read book The Oxford Handbook of Organizational Climate and Culture written by Karen M. Barbera and published by Oxford University Press. This book was released on 2014-05-07 with total page 753 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Oxford Handbook of Organizational Climate and Culture presents the breadth of topics from Industrial and Organizational Psychology and Organizational Behavior through the lenses of organizational climate and culture. The Handbook reveals in great detail how in both research and practice climate and culture reciprocally influence each other. The details reveal the many practices that organizations use to acquire, develop, manage, motivate, lead, and treat employees both at home and in the multinational settings that characterize contemporary organizations. Chapter authors are both expert in their fields of research and also represent current climate and culture practice in five national and international companies (3M, McDonald's, the Mayo Clinic, PepsiCo and Tata). In addition, new approaches to the collection and analysis of climate and culture data are presented as well as new thinking about organizational change from an integrated climate and culture paradigm. No other compendium integrates climate and culture thinking like this Handbook does and no other compendium presents both an up-to-date review of the theory and research on the many facets of climate and culture as well as contemporary practice. The Handbook takes a climate and culture vantage point on micro approaches to human issues at work (recruitment and hiring, training and performance management, motivation and fairness) as well as organizational processes (teams, leadership, careers, communication), and it also explicates the fact that these are lodged within firms that function in larger national and international contexts.
Download or read book Organizational Climate and Culture written by Benjamin Schneider and published by Pfeiffer. This book was released on 2009-11-23 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Sponsored by the Society for Industrial and Organizational Psychology, a division of the American Psychological Association. Reveals how examining climate and culture together can advance understanding of the behavior of individuals within organizations, as well as overall organizational performance in such diverse areas as financial planning, marketing, and human resource development.
Download or read book Organizational Climate and Culture written by Mark G. Ehrhart and published by Routledge. This book was released on 2013-11-20 with total page 385 pages. Available in PDF, EPUB and Kindle. Book excerpt: The fields of organizational climate and organizational culture have co-existed for several decades with very little integration between the two. In Organizational Climate and Culture: An Introduction to Theory, Research, and Practice, Mark G. Ehrhart, Benjamin Schneider, and William H. Macey break down the barriers between these fields to encourage a broader understanding of how an organization’s environment affects its functioning and performance. Building on in-depth reviews of the development of both the organizational climate and organizational culture literatures, the authors identify the key issues that researchers in each field could learn from the other and provide recommendations for the integration of the two. They also identify how practitioners can utilize the key concepts in the two literatures when conducting organizational cultural inquiries and leading change efforts. The end product is an in-depth discussion of organizational climate and culture unlike anything that has come before that provides unique insights for a broad audience of academics, practitioners, and students.
Download or read book Effects of Perceived Service Climate and Service Role Ambiguity on Frontline Employees Service Orientation in Foodservice Establishments written by JaeMin Cha and published by . This book was released on 2005 with total page 252 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book The Oxford Handbook of Organizational Citizenship Behavior written by Philip M. Podsakoff and published by Oxford University Press. This book was released on 2018-06-27 with total page 625 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Oxford Handbook of Organizational Citizenship Behavior provides a broad and interdisciplinary review of state-of-the-art research on organizational citizenship behaviors (OCBs), and related constructs such as contextual performance, spontaneous organizational behavior, prosocial behavior, and proactive behavior in the workplace. Contributors address the conceptualization and measurement of OCBs; the antecedents, correlates, and consequences of these behaviors; and the methodological issues that are common when studying OCBs. In addition, this handbook pushes future scholarship in this and related areas by identifying substantive questions, methods, and issues for future research. The result is a single resource that will inform and inspire scholars, students, and practitioners of the origins of this construct, the current state of research on this topic, and potentially exciting avenues for future exploration. This handbook is designed to meet the needs of a broad spectrum of researchers and advanced undergraduate and graduate students in a variety of disciplines including management, organizational behavior, human resources management, and industrial and organizational psychology, as well as those interested in studying citizenship behavior in a variety of organizational contexts including marketing, nursing, engineering, sports, and education.
Download or read book LISS 2012 written by Zhenji Zhang and published by Springer Science & Business Media. This book was released on 2013-03-19 with total page 1416 pages. Available in PDF, EPUB and Kindle. Book excerpt: Information and communication technology has helped to provide a more effective network infrastructure and development platform for logistics and service operations. In order to meet the needs of consumers, and particularly to promote low-carbon development processes, new types of services will also emerge. LISS 2012 is a prime international forum for both researchers and industry practitioners to exchange the latest fundamental advances in the state of the art and practice of logistics, informatics, service operations and service science. Experts and researchers from related fields will discuss current issues and future development opportunities, discuss and analyze developing trends and exchange the latest research and academic thought. The theme of the conference is Logistics and Service Science based on the Internet of Things.
Download or read book Work Engagement written by Arnold B. Bakker and published by Psychology Press. This book was released on 2010-04-05 with total page 218 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book provides the most thorough view available on this new and intriguing dimension of workplace psychology, which is the basis of fulfilling, productive work. The book begins by defining work engagement, which has been described as ‘an opposite to burnout,’ following its development into a more complex concept with far reaching implications for work-life. The chapters discuss the sources of work engagement, emphasizing the importance of leadership, organizational structures, and human resource management as factors that may operate to either enhance or inhibit employee’s experience of work. The book considers the implications of work engagement for both the individual employee and the organization as a whole. To address readers’ practical questions, the book provides in-depth coverage of interventions that can enhance employees’ work engagement and improve management techniques. Based upon the most up-to-date research by the foremost experts in the world, this volume brings together the best knowledge available on work engagement, and will be of great use to academic researchers, upper level students of work and organizational psychology as well as management consultants.
Download or read book The Palgrave Handbook of Service Management written by Bo Edvardsson and published by Springer Nature. This book was released on 2022-05-24 with total page 1031 pages. Available in PDF, EPUB and Kindle. Book excerpt: This handbook provides an innovative, thorough overview of service management. It draws together an impressive, international group of leading scholars who offer a truly global perspective, exploring current literature and laying out guidance for future research. Beginning with defining service as a perspective on value creation, and service management as “a set of organizational competencies for enabling and realizing value creation through service,” it then moves on to follow the evolution of service research. From there, the book is structured into six main themes: perspectives on service management; service strategy; service leadership and transition; service design and innovation; service interaction; quality and operations; and service management and technology. This book is valuable reading for academics, lecturers, and students studying service management, operations management, and service research.
Download or read book Contemporary Tourism written by Chris Cooper and published by Goodfellow Publishers Ltd. This book was released on 2016-02-29 with total page 412 pages. Available in PDF, EPUB and Kindle. Book excerpt: Now in its third edition, this text presents a new and refreshing approach to the study of tourism. This new edition now includes: coverage of researching social media; crowd-sourced strategies; the millennial tourist generation and green growth and sustainable tourism.
Download or read book Service Quality written by Roland T. Rust and published by SAGE Publications. This book was released on 1993-11-15 with total page 201 pages. Available in PDF, EPUB and Kindle. Book excerpt: The importance of service and service quality has been growing in the world economy since the late 1970s. Establishing new levels of sophistication and rigor, as well as a broad set of approaches, Service Quality presents the latest research and theory in customer satisfaction and services marketing. Designed to advance the practice of delivering superior service, the field′s leading scholars and practitioners present a wealth of ideas that include measuring the managerial impact of service quality improvement, new methods of assessing the various elements of service quality, and philosophies about the nature of customer value. Presenting diverse points of view and revealing a variety of emerging ideas, the editors conclude with a look toward the future of service quality. An exhilarating--and sometimes demanding--change of pace, Service Quality is essential for professionals, researchers, scholars, and students in marketing studies.
Download or read book Organisational Roadmap Towards Teal Organisations written by Tanya Bondarouk and published by Emerald Group Publishing. This book was released on 2018-07-16 with total page 286 pages. Available in PDF, EPUB and Kindle. Book excerpt: This volume explores and presents challenges that “traditional” organisations experience once they take off towards self-managing organisations - what Laloux (2014) called Teal Organisations. It offers a new roadmap for leaders who are responsible for the implementation of self-managing teams in organisations.
Download or read book Customer Relationship Marketing Theoretical And Managerial Perspectives written by Naresh K Malhotra and published by World Scientific. This book was released on 2020-12-04 with total page 371 pages. Available in PDF, EPUB and Kindle. Book excerpt: 'Put this on your bookshelf and in your classroom! This is a comprehensive guide to understanding and managing customer relationships from two top scholars and educators.'Dr Linda L PriceUniversity of Wyoming, andEditor, Journal of Consumer ResearchCustomer relationship marketing (CRM) opportunities are embedded in the entire customer journey spanning several touch points across all stages including prepurchase, purchase, and postpurchase stage. Customer relationship marketing evolved from traditional marketing concept and has broadened its scope today, intersecting with the following domains, namely customer buying behavior process models, customer satisfaction and loyalty, service quality, customer relationship management tools and strategies, customer centricity, and customer engagement activities. A comprehensive, state-of-the-art textbook, Customer Relationship Marketing: Theoretical and Managerial Perspectives is organized as follows:
Download or read book The Service Providers written by D. Yagil and published by Springer. This book was released on 2008-04-17 with total page 246 pages. Available in PDF, EPUB and Kindle. Book excerpt: The success of service organizations ultimately depends on employees in customer service roles; their performance affects customer satisfaction and loyalty. Integrating theory and research, this book explores the factors that determine the performance of service providers, and points to important managerial implications.
Download or read book Operations Management and Productivity Techniques written by T. T. KACHWALA and published by PHI Learning Pvt. Ltd.. This book was released on 2009-03-04 with total page 431 pages. Available in PDF, EPUB and Kindle. Book excerpt: The concept of Operations Management is universally applicable to all functions including Production, Materials, Human Resources, Marketing, Logistics and Supply Chain Management. Operations Management is an effective and efficient way of carrying out a business process (manufactur-ing or service sector) aimed at maximization of Customer Satisfaction and Return On Investment. The concept of productivity implies effectiveness and efficiency in individual and organizational performance, reflected in the creation of surplus through productive operations. This book provides readers with an easy-to-understand treatment of all aspects of Operations Management and explains the expanded coverage of the role of Operations Management in the organization. Manufacturing and service operations are given equal treatment. While focusing on the basic principles and core operations in a straightforward and well structured style, the book provides students with an understanding of managing operations, effectively and efficiently, in the following areas: Total Quality Management Statistical Process Control Total Productive Management Service Quality Management Supply Chain Management Inventory Management Written for MBA students as well as for B.Tech. students in Mechanical/Production/Industrial engineering, this book covers the curriculum of different universities for a course in Operations Management.
Download or read book Critical Issues in Human Resource Management written by Ian Roper and published by Kogan Page Publishers. This book was released on 2010-11-11 with total page 462 pages. Available in PDF, EPUB and Kindle. Book excerpt: Critical Issues in Human Resource Management will enable all HR students to take a critical approach to HR issues. Outlining the influences and shapers of HR strategy including ethics, managing in different national contexts, employment relations, politics, governance and finance, this book provides students with a full understanding of the complexities of HRM strategy and what the implications of these are. There is also crucial discussion of critical issues in the processes and practice of HRM including the dilemmas of onshoring and offshoring, gender equality, challenging institutional racism and disability discrimination in the modern workplace to enable readers to think deeply and critically about these issues. Critical Issues in Human Resource Management also includes discussion of the application of HRM in different sectors such as manufacturing, the public sector, the private sector and not-for-profit organizations. This will enable HR students to examine HR practices in specific industries and to think about how issues might be dealt with differently in different sectors, rather than assuming that best practice is universal. Online resources include a lecturer guide with additional seminar activities and discussion topics, powerpoint slides and annotated weblinks for students to enable them to develop an astute, nuanced and critical approach to human resource management
Download or read book The People Make the Place written by D. Brent Smith and published by CRC Press. This book was released on 2008 with total page 320 pages. Available in PDF, EPUB and Kindle. Book excerpt: First Published in 2008. Routledge is an imprint of Taylor & Francis, an informa company.
