Download or read book Service Satisfaction and Climate written by John Walker and published by BRILL. This book was released on 2010 with total page 282 pages. Available in PDF, EPUB and Kindle. Book excerpt: Service, Satisfaction and Climate: Perspectives on Management in English Language Teaching presents the results of research carried out in New Zealand to demonstrate the ways ELT can be conceptualized in terms of service and climate. Although ESL is a major worldwide service industry employing large numbers of professionals and serving millions of clients, it is an under-researched field and one that is under-represented in the management/business literature. This omission is particularly noticeable, given that ELT has its own particular themes, problems, and issues. For instance, ELT is an educational service, yet exists within a commercial context. Its clients are from different cultural and linguistic backgrounds. In many ELT contexts, the cultural and linguistic backgrounds of the service providers are different from those of the clients. Thus, the service provision has a strong cross-cultural dimension. Yet the ELT sector is largely missing from the educational and the management literature. This book seeks to fill the gap through discussion of ELT as a service, issues surrounding ELT teachers as service providers, the work of ELT managers, client expectations and perceptions of ELT service, comparison of staff estimates and client ratings of service quality, and considerations of service milieu and climate in ELT centers.
Download or read book Customer Satisfaction written by Craig Cochran and published by Paton Professional. This book was released on 2003 with total page 121 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer satisfaction is the single most important issue affecting organizational survival. Despite this fact, most companies have no clue what their customers really think. They operate in a state of ignorant bliss, believing that if their customers were anything less than 100-percent satisfied they'd hear about it. Then they are shocked when their customer base erodes and their existence is threatened. The key to competitive advantage is proactively gauging customer perceptions and aggressively acting on the findings. The techniques for doing this don't have to be difficult, they just have to be timely and effective. This book explores a range of practical techniques for probing your customers' true level of satisfaction. Tools and specific instructions for use are described in detail, enabling the organization to get started immediately. The tools range from very basic to highly sophisticated, providing a path for organizations to follow as they progressively become more familiar with the unique drivers of customer satisfaction. This is the perfect reference for organizations that want to continually improve and outpace their competition. Contents What is Customer Satisfaction? Call Reports Field Reports Comment Cards Complaint Systems Quantitative Customer Surveys In Conclusion
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 The Handbook of Customer Satisfaction and Loyalty Measurement written by Nigel Hill and published by Routledge. This book was released on 2017-03-02 with total page 349 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer satisfaction and loyalty are becoming increasingly important to most organizations since the financial benefits from improving them have been well documented. This book presents a thorough examination of how to use research to understand customer satisfaction and loyalty. It takes the reader step-by-step through the process of designing and conducting a survey to generate accurate measures of customer satisfaction and loyalty. The research process is explained in detail, including questionnaire design, analysis and reporting, but the book also covers other elements of an effective customer satisfaction process. These include project planning, communicating with customers before, during and after the survey, as well as providing internal feedback and taking effective action to address issues raised by the survey. There is also comprehensive coverage of loyalty measurement methodologies as well as the satisfaction-profit chain and associated modelling and forecasting techniques.
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 17th International Conference on Intellectual Capital Knowledge Management Organisational Learning written by Anthony Wensley and published by Academic Conferences International limited. This book was released on 2020-10-15 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt: These proceedings represent the work of contributors to the 17th International Conference on Intellectual Capital, Knowledge Management & Organisational Learning (ICICKM 2020), hosted by ACI and the University of Toronto, Canada on 15-16 October 2020. The Conference Chairs are Dr. Anthony Wensley, from the University of Toronto and Dr. Max Evans, from McGill University. The Programme Chair is Dr. Ilja Frissen from McGill University.
Download or read book Environmental Leadership written by Deborah Rigling Gallagher and published by SAGE. This book was released on 2012-09-19 with total page 1027 pages. Available in PDF, EPUB and Kindle. Book excerpt: This reference handbook tackles issues relevant to leadership in the realm of the environment and sustainability.
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 The SAGE Encyclopedia of Theory in Psychology written by Harold L. Miller, Jr. and published by SAGE Publications. This book was released on 2016-01-05 with total page 1173 pages. Available in PDF, EPUB and Kindle. Book excerpt: Drawing together a team of international scholars, The SAGE Encyclopedia of Theory in Psychology examines the contemporary landscape of all the key theories and theorists, presenting them in the context needed to understand their strengths and weaknesses. Key features include: · Approximately 300 signed entries fill two volumes · Entries are followed by Cross-References and Further Readings · A Reader's Guide in the front matter groups entries thematically · A detailed Index and the Cross-References provide for effective search-and-browse in the electronic version · Back matter includes a Chronology of theory within the field of psychology, a Master Bibliography, and an annotated Resource Guide to classic books in this field, journals, associations, and their websites The SAGE Encyclopedia of Theory in Psychology is an exceptional and scholarly source for researching the theory of psychology, making it a must-have reference for all academic libraries.
Download or read book Performance Management Transformation written by Elaine D. Pulakos and published by Oxford University Press. This book was released on 2020-02-28 with total page 373 pages. Available in PDF, EPUB and Kindle. Book excerpt: No other business process has endured such great debate as performance management. Viewed as a critical cornerstone for organizational alignment, it is often met with anxiety and confusion by both managers and employees. For over 50 years, strategies such as cascading goals and employee ranking have tried to add value to performance management with little success. But in recent years, new ideas have transformed the field into a less formal process designed to encourage employee behaviors that actually drive performance. Performance Management Transformation takes a practical approach to the current and future state of performance management across the organizational landscape. Case studies from Toyota, Patagonia, Medtronic, GoGo Inflight, and AbbVie, alongside research and commentary by thought leaders in the field, showcase how organizations are taking control and redesigning their performance management processes to address their specific organizational goals, strategies, needs, and preferences.
Download or read book Weather and Climate Resilience written by David P. Rogers and published by World Bank Publications. This book was released on 2013-10-07 with total page 163 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book articulates why services from national meteorological and hydrological services (NMHSs) are important to improve nations' weather and climate resilience. It provides a baseline vision for improving NMHSs, identifies obstacles, and recommends World Bank strategies.
Download or read book Tourism 2020 Vision written by World Tourism Organization and published by . This book was released on 2000 with total page 148 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Organizational Behavior and Virtual Work written by Arvind K. Birdie and published by CRC Press. This book was released on 2017-03-03 with total page 171 pages. Available in PDF, EPUB and Kindle. Book excerpt: With the globalization of work and technological advancements in recent years, and with emphasis on service quality today, organizations have changed. Virtual work has emerged as the new employment relationship and has been embraced by employees and employers in many industries. This book explores the dynamics of changing organization structures, theories of leadership and trust, and how dimensions of self-efficacy works in this new work relationship. Organizational Behavior and Virtual Work: Concepts and Analytical Approaches shows the enormous impact of technology and globalization on employment relationships and also predicts how they will contribute to the changing dimensions of organizations in the future. With a unique blend of theory and application in the real world of virtual workers, the book presents the most recent research and developments in the relatively new and still emerging area of virtual work. It takes an in-depth critical look into the key factors affecting the virtual work environment with practical inputs of suggestions and recommendations. With the objective of presenting information about this new work scenario, this book attempts to unfold important human behavior processes in organizations. The volume presents a rare combination of the necessary concepts of human behavior in organizations along with the results of research in the field and also makes practical recommendations on virtual work programs. Key features include a unique blend of research with organizational behavior concepts and practical recommendations for workers, managers, and business executives.
Download or read book Cybersecurity Risk Management written by Kurt J. Engemann and published by Walter de Gruyter GmbH & Co KG. This book was released on 2024-08-19 with total page 174 pages. Available in PDF, EPUB and Kindle. Book excerpt: Cybersecurity refers to the set of technologies, practices, and strategies designed to protect computer systems, networks, devices, and data from unauthorized access, theft, damage, disruption, or misuse. It involves identifying and assessing potential threats and vulnerabilities, and implementing controls and countermeasures to prevent or mitigate them. Some major risks of a successful cyberattack include: data breaches, ransomware attacks, disruption of services, damage to infrastructure, espionage and sabotage. Cybersecurity Risk Management: Enhancing Leadership and Expertise explores this highly dynamic field that is situated in a fascinating juxtaposition with an extremely advanced and capable set of cyber threat adversaries, rapidly evolving technologies, global digitalization, complex international rules and regulations, geo-politics, and even warfare. A successful cyber-attack can have significant consequences for individuals, organizations, and society as a whole. With comprehensive chapters in the first part of the book covering fundamental concepts and approaches, and those in the second illustrating applications of these fundamental principles, Cybersecurity Risk Management: Enhancing Leadership and Expertise makes an important contribution to the literature in the field by proposing an appropriate basis for managing cybersecurity risk to overcome practical challenges.
Download or read book Improving Customer Satisfaction Loyalty And Profit An Integrated Measurement And Management System written by Michael Johnson & Andres Gustafsson and published by John Wiley & Sons. This book was released on 2006-09 with total page 240 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Handbook of Business and Climate Change written by Anant K. Sundaram and published by Edward Elgar Publishing. This book was released on 2023-01-17 with total page 563 pages. Available in PDF, EPUB and Kindle. Book excerpt: Summarizing the current state of knowledge on the links between business and climate change, this timely Handbook analyzes how businesses contribute to and are affected by climate change, looking closely at their centrality in developing and deploying solutions to address this problem. Contributions from a global collection of scholars and practitioners explore a broad range of key industries’ impacts and responses to climate change, examining corporate strategy and leadership in the climate economy, functional perspectives and corporate practice, and climate finance.
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.
