Download or read book Linking Employee Satisfaction to Business Results written by Paula S. Topolosky and published by Routledge. This book was released on 2014-01-14 with total page 116 pages. Available in PDF, EPUB and Kindle. Book excerpt: First Published in 2000. Routledge is an imprint of Taylor & Francis, an informa company.

Download or read book Linking Customer and Employee Satisfaction to the Bottom Line written by Derek R. Allen and published by Quality Press. This book was released on 2002-06-30 with total page 257 pages. Available in PDF, EPUB and Kindle. Book excerpt: Most organizations recognize the impact that both customer and employee satisfaction have on overall financial performance. Actually acting on that information is the hard part. That is the focus of Linking Customer and Employee Satisfaction to the Bottom Line, which focuses on the relationship between customer satisfaction and tangible business outcomes like market share, revenue, and profitability. Intended for advanced service quality managers and marketing researchers with more than a modest exposure to statistical data analysis, this book provides a comprehensive overview of how these data may be related to critical business outcomes. Perhaps more importantly, researchers with mature customer satisfaction systems may use the techniques described in this book to maximize the value of their existing programs. While no technique or methodology can guarantee a strong link between customer satisfaction and key business outcomes, this book can ensure that appropriate scales, variables, and assumptions are used.

Download or read book Linking Customer and Employee Satisfaction to the Bottom Line written by Derek R. Allen and published by . This book was released on 2002 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Most organizations recognize the impact that both customer and employee satisfaction have on overall financial performance. Actually acting on that information is the hard part. That is the focus of Linking Customer and Employee Satisfaction to the Bottom Line, which focuses on the relationship between customer satisfaction and tangible business outcomes like market share, revenue, and profitability. Intended for advanced service quality managers and marketing researchers with more than a modest exposure to statistical data analysis, this book provides a comprehensive overview of how these data may be related to critical business outcomes. Perhaps more importantly, researchers with mature customer satisfaction systems may use the techniques described in this book to maximize the value of their existing programs. While no technique or methodology can guarantee a strong link between customer satisfaction and key business outcomes, this book can ensure that appropriate scales, variables, and assumptions are used. Preview a sample chapter from this book along with the full table of contents by clicking here. You will need Adobe Acrobat to view this pdf file.

Download or read book The Service Profit Chain written by James L. Heskett and published by Simon and Schuster. This book was released on 1997-04-10 with total page 345 pages. Available in PDF, EPUB and Kindle. Book excerpt: In this pathbreaking book, world-renowned Harvard Business School service firm experts James L. Heskett, W. Earl Sasser, Jr. and Leonard A. Schlesinger reveal that leading companies stay on top by managing the service profit chain. Why are a select few service firms better at what they do -- year in and year out -- than their competitors? For most senior managers, the profusion of anecdotal "service excellence" books fails to address this key question. Based on five years of painstaking research, the authors show how managers at American Express, Southwest Airlines, Banc One, Waste Management, USAA, MBNA, Intuit, British Airways, Taco Bell, Fairfield Inns, Ritz-Carlton Hotel, and the Merry Maids subsidiary of ServiceMaster employ a quantifiable set of relationships that directly links profit and growth to not only customer loyalty and satisfaction, but to employee loyalty, satisfaction, and productivity. The strongest relationships the authors discovered are those between (1) profit and customer loyalty; (2) employee loyalty and customer loyalty; and (3) employee satisfaction and customer satisfaction. Moreover, these relationships are mutually reinforcing; that is, satisfied customers contribute to employee satisfaction and vice versa. Here, finally, is the foundation for a powerful strategic service vision, a model on which any manager can build more focused operations and marketing capabilities. For example, the authors demonstrate how, in Banc One's operating divisions, a direct relationship between customer loyalty measured by the "depth" of a relationship, the number of banking services a customer utilizes, and profitability led the bank to encourage existing customers to further extend the bank services they use. Taco Bell has found that their stores in the top quadrant of customer satisfaction ratings outperform their other stores on all measures. At American Express Travel Services, offices that ticket quickly and accurately are more profitable than those which don't. With hundreds of examples like these, the authors show how to manage the customer-employee "satisfaction mirror" and the customer value equation to achieve a "customer's eye view" of goods and services. They describe how companies in any service industry can (1) measure service profit chain relationships across operating units; (2) communicate the resulting self-appraisal; (3) develop a "balanced scorecard" of performance; (4) develop a recognitions and rewards system tied to established measures; (5) communicate results company-wide; (6) develop an internal "best practice" information exchange; and (7) improve overall service profit chain performance. What difference can service profit chain management make? A lot. Between 1986 and 1995, the common stock prices of the companies studied by the authors increased 147%, nearly twice as fast as the price of the stocks of their closest competitors. The proven success and high-yielding results from these high-achieving companies will make The Service Profit Chain required reading for senior, division, and business unit managers in all service companies, as well as for students of service management.

Download or read book The 2008 Pfeiffer Annual written by Elaine Biech and published by John Wiley & Sons. This book was released on 2007-12-04 with total page 326 pages. Available in PDF, EPUB and Kindle. Book excerpt: This annual focuses on change management. It is designed as a ready-made toolkit of ideas, methods, techniques and models.

Download or read book Humane Capital written by Vlatka Hlupic and published by Bloomsbury Publishing. This book was released on 2018-10-18 with total page 320 pages. Available in PDF, EPUB and Kindle. Book excerpt: Featuring a foreword by His Holiness the Dalai Lama. Despite decades of research and evidence, there is still extreme scepticism that businesses can combine a more humane style of management with superior shareholder returns, or that busy managers can be guided effectively by both their heads and their hearts. Vlatka Hlupic has spent 20 years investigating this paradox, developing an insightful critique of why such strong evidence has had limited impact and providing an alternative, practical approach that any employer can implement in order to overcome the unique challenges faced by their organizations. A clear correlation exists between companies that do well and companies that are good – that is to say, organizations that promote goodwill internally and externally, and work proactively with stakeholders, employees, society and customers to achieve those goals. A 'bad' company, on the other hand, may do well but its success is unlikely to be sustainable. Humane Capital explores the steps that businesses need to take in order to become a 'good' organization that can achieve long-term results. Supported by insights from interviews with 58 leading thinkers and practitioners in the field, Humane Capital argues for a radical reassessment of current business models. Using stories of managers from both the private and public sectors who have been effective in making the transition, Hlupic shows how successful leaders have moved their organizations from controlled and orderly to enthusiastic and collaborative – and shows how current leaders and managers can do the same.

Download or read book The Employee Experience written by Tracy Maylett and published by John Wiley & Sons. This book was released on 2017-01-30 with total page 245 pages. Available in PDF, EPUB and Kindle. Book excerpt: Ever notice how companies with the best service also have the happiest employees? That’s no accident. Do you want to build a strong, successful organization? Start by ignoring your customers. Really. Instead, focus first on creating a better employee experience, or EX. Your employees interact with customers, make them smile, and carry your brand message from the warehouse to the front lines. If your employees are having a great experience, so will your customers. In The Employee Experience, employee engagement pioneers Tracy Maylett and Matthew Wride reveal the secrets not only to attracting and retaining top talent, but to building a deeply engaged workforce—the foundation of organizational success. With deep insights into the dynamics of trust and mutual expectations, this book shows that before you can deliver a transcendent customer experience (CX), you must first build a superlative EX. With real-world examples and more than 24 million employee survey responses, Maylett and Wride reveal a clear, consistent pattern among the world’s most successful organizations. By establishing a clear set of expectations and promises—collectively known as the Contract—and upholding it consistently, employers can build the trust that leads to powerful engagement. Whether in business, healthcare, education, sports, or nonprofit, these organizations are consistently more successful and more profitable, enjoy sustainable growth, and win the battle to keep today’s rarest resource: talented people. Blending rigorous research, detailed case studies, in-depth interviews and expert insights, The Employee Experience will teach you to: Make the employee experience a core part of your strategy Understand employee expectations and bridge the “Expectation Gap” Establish rock-solid Brand, Transactional, and Psychological Contracts that breed trust and confidence Build an employee-employer partnership in creating something extraordinary Turn employee engagement into fuel for customer satisfaction, profit, and growth Attracting talent, retaining top performers, and creating an environment in which employees choose to engage drives results. The Employee Experience shows you where truly extraordinary organizations begin…and how to build one. TRACY MAYLETT, Ed.D, SPHR, SHRM-SCP, is the CEO of DecisionWise, where he currently advises leaders across the globe in leadership, change, and employee engagement. Maylett holds a doctorate from Pepperdine University and an MBA from BYU. He is a recognized author, and teaches in the Marriott School of Management at Brigham Young University. MATTHEW WRIDE, JD, PHR, is the COO of DecisionWise. With an extensive business background, Wride brings a fresh approach to organization development and leadership consulting. He is passionate about helping leaders create winning employee experiences. Wride holds a JD from Willamette University and a master’s degree from the University of Washington. For over two decades, DecisionWise has advised organizations and leaders in more than seventy countries on leadership, assessment, talent, organization development, and the employee experience. Visit us online at www.decision-wise.com.

Download or read book SATISFACTION INDEX OF THE EMPLOYEES AND PASSENGERS OF INDIAN AIRLINES written by Dr Dipamitra and published by Archers & Elevators Publishing House. This book was released on with total page 87 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book Investing in what Matters Linking Employees to Business Outcomes written by Scott P. Mondore and published by . This book was released on 2009 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: The authors' suggestions for HR strategies are based on their work linking employee data to business outcomes. Their Business Partner Roadmap? is a process to prioritize desired outcomes, create a data team, determine measures, build a program, and execute it. The goal is for HR to be a strategic partner that drives results.

Download or read book State of The Global Workplace written by Gallup and published by Gallup Press. This book was released on 2017-12-19 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Only 15% of employees worldwide are engaged at work. This represents a major barrier to productivity for organizations everywhere – and suggests a staggering waste of human potential. Why is this engagement number so low? There are many reasons — but resistance to rapid change is a big one, Gallup’s research and experience have discovered. In particular, organizations have been slow to adapt to breakneck changes produced by information technology, globalization of markets for products and labor, the rise of the gig economy, and younger workers’ unique demands. Gallup’s 2017 State of the Global Workplace offers analytics and advice for organizational leaders in countries and regions around the globe who are trying to manage amid this rapid change. Grounded in decades of Gallup research and consulting worldwide -- and millions of interviews -- the report advises that leaders improve productivity by becoming far more employee-centered; build strengths-based organizations to unleash workers’ potential; and hire great managers to implement the positive change their organizations need not only to survive – but to thrive.

Download or read book Linking Emotional Intelligence and Performance at Work written by Vanessa Urch Druskat and published by Psychology Press. This book was released on 2013-04-15 with total page 357 pages. Available in PDF, EPUB and Kindle. Book excerpt: In this edited volume, leading edge researchers discuss the link between Emotional Intelligence (EI) and workplace performance. Contributors from many areas such as social science, management (including organizational practitioners), and psychologists have come together to develop a better understanding of how EI can influence work performance, and whether research supports it. A unique feature of this book is that it integrates the work of social scientists and organizational practitioners. Their mutual interests in EI provide a unique opportunity for basic and applied research and practices to learn from one another in order to continually refine and advance knowledge on EI. The primary audience for this book is researchers, teachers, and students of psychology, management, and organizational behavior. Due to its clear practical applications to the workplace, it will also be of interest to organizational consultants and human resource practitioners.

Download or read book Internal Relationship Management written by Michael D. Hartline and published by Routledge. This book was released on 2004 with total page 110 pages. Available in PDF, EPUB and Kindle. Book excerpt: Use these techniques to improve staff performance! Internal Relationship Management: Linking Human Resources to Marketing Performance shows how businesses can develop and maintain positive interactions between managers and employees. This book provides cutting-edge research on the management of internal customers (i.e., employees) that offers practical suggestions to improve internal service, employee performance, and--ultimately--external marketing performance. This useful resource contains many special features to augment the text, including tables, figures, and models. Internal Relationship Management explores key issues, such as: internal relationship management--managing relationships with internal customers human resources activities--actions taken to influence employee attitudes and work-related behaviors career entry--the initial stages of the internal relationship management process organizational support--services provided to employees in an effort to support them With this book, you'll gain a better understanding of: boundary spanners' appraisals of career entry transition--from telecommunications, insurance, manufacturing, accounting, and retail firms the recruitment, selection, and retention of customer-contact service employees how internal communication processes affect boundary spanners' satisfaction with organizational support services employee branding--employees internalize the firm's desired brand image to project it to customers and external stakeholders the internal customer mindset--the importance employees place on serving internal customers The authors of Internal Relationship Management are established scholars in both marketing and management, providing an integrated, state-of-the-art perspective on how internal relations affect marketing performance. This book presents extensive research and case studies to emphasize how employee satisfaction results in customer satisfaction.

Download or read book Employee Engagement written by Vipul Saxena and published by Notion Press. This book was released on 2019-04-01 with total page 258 pages. Available in PDF, EPUB and Kindle. Book excerpt: In the current market scenario, Employee engagement has been identified as key strategic challenge for corporates globally, and it has been accepted that it has bearing on organisational performance. At present, in pursuit to achieve targeted employee engagement level, most corporates are resorting to adapt employee engagement policies that are in vouge among contemporary industries, without even vetting relevance. Hence, when the results are placed against the management impetus on these policies; this lead to many unanswered questions such as, Do employee engagement and employee well-being complement each other ? Is there a universal recipe to boost organisational performance? This book is written based on quantitative research of a sample of over 1000 employees of over 15 industries of different sizes & geographical locations. The data collected has been scientifically analysed to reach conclusion and shared as the content of the book. The research study lead to casting a Conceptual Model that would be useful globally for organisations seeking employee engagement to boost organisational performance.

Download or read book Is Your Boss Mad written by Jill Walker and published by Crown House Publishing. This book was released on 2007-04-04 with total page 193 pages. Available in PDF, EPUB and Kindle. Book excerpt: This is a book written with a passion born of experience. The author sincerely wishes to empower employees who can be, despite the plethora of management gurus and training courses, manipulated and who are seemingly powerless at the hands of their desperately inadequate managers.

Download or read book Essentials of strategic HRM written by Dr Mohsin Shaikh and published by Lulu.com. This book was released on 2014-07-25 with total page 130 pages. Available in PDF, EPUB and Kindle. Book excerpt: About the book: The book on essentials of Strategic HRM is the distillation of years of research spends by researchers in the field of strategy and HRM. The book presents the development of the concepts, frameworks and models in HRM, strategy and strategic HRM. It discusses the current practices followed in translating these models and frameworks in to HR policies and practices in light of latest research findings. The role of HR department in formulating and implementing strategic HR is discusses in detail. The book will be of immense value to HR practitioners, teachers, researchers and students interested in knowing how HR can add value and provide a competitive edge to the organisations in today's VUCA (Volatile, uncertain, complex and ambiguous) world.

Download or read book Human Sigma written by Jim Asplund and published by Simon and Schuster. This book was released on 2007-10-28 with total page 320 pages. Available in PDF, EPUB and Kindle. Book excerpt: Six Sigma changed the face of manufacturing quality. Now, HumanSigma is poised to do the same for sales and service organizations. Human Sigma offers an innovative, research-based approach to one of the toughest challenges businesses face today: how to effectively manage the employee-customer encounter to drive business success. Based on research spanning 10 million employees and 10 million customers around the world, the Human Sigma approach combines a proven method for assessing the health of the employee-customer encounter with a disciplined process for improving it. Human Sigma is based on five rules to bring excellence to how employees engage and interact with customers: RULE #1: E Pluribus Unum. Employee and customer experiences must be managed together — not as separate entities. RULE #2: Feelings Are Facts. Emotions drive and shape the employee-customer encounter. RULE #3: Think Globally, Measure and Act Locally. The employee-customer encounter must be measured and managed at the local level. RULE #4: There Is One Number You Need to Know. Employee and customer engagement interact to drive enhanced financial performance. And this interaction can be quantified and summarized with a single performance metric. RULE #5: If You Pray for Potatoes, You Better Grab a Hoe. Good intentions alone do not constitute a plan of action. Sustainable improvement in the employee-customer encounter requires disciplined local action coupled with a companywide commitment to changing how employees are recruited, positioned in roles, rewarded and recognized, and importantly, how they are managed. Essential reading for global business leaders, Human Sigma shows how sales and service companies can flourish in the new global economy. It reveals a profoundly different method for managing human systems for growth. Blending strategic analysis with hands-on, practical steps and advice, Human Sigma will change how you view your work, your employees and your customers forever.

Download or read book Inside out Marketing written by Michael Dunmore and published by Kogan Page Publishers. This book was released on 2005-12-03 with total page 272 pages. Available in PDF, EPUB and Kindle. Book excerpt: This practical guide provides an understanding of internal marketing and the seven components of an internal marketing strategy (IMS). Put simply, internal marketing is largely about the things people do within an organization that contribute to the achievement of the organization's overall purpose and success. By offering a balance of both theory and practice, Michael Dunmore shows the reader how to develop an IMS that integrates the whole organization and produces teams that can work together towards common goals and outcomes. In this way he shows how a strong internal marketing strategy can be critical to achieving and sustaining competitive advantage, as well as being a major driver of change and enhanced performance. Topics covered include: vision, mission and values of an organization; corporate strategy; processes and service standards; knowledge management; internal communication; HR strategy; and integrating internal and external marketing.