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 Service Satisfaction and Climate Perspectives on Management in English Language Teaching written by John Walker and published by BRILL. This book was released on 2010-10-06 with total page 281 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 Management Research in a Changing Climate written by Dr. Mu. Subrahmanian, R. Banureka& S. Chandrasekaran and published by Archers & Elevators Publishing House. This book was released on with total page pages. Available in PDF, EPUB and Kindle. Book excerpt:

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 752 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 The Service Providers written by D. Yagil and published by Springer. This book was released on 2008-04-17 with total page 236 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 SOFTWARE DEVELOPMENT TEAMS written by SUDHAKAR, G. P. and published by PHI Learning Pvt. Ltd.. This book was released on 2015-11-30 with total page 208 pages. Available in PDF, EPUB and Kindle. Book excerpt: Description: The book, Software Development Teams, offers a new and unique approach to developing software project teams. It guides IT experts and managers for forming, assessing and developing successful project management teams for effective performance and productivity. Focusing on the management side of the software industry, this text-cum-reference book discusses key aspects of the management such as performance measurement, organisational structure and development, motivation of the team with awards and rewards to bring innovative ideas, and the best practices followed in the modern software industry for measuring the team effectively. The book begins with an introduction of software teams, explaining how software projects are different. It then discusses the characteristics, skills and competencies that are required for a perfect programmer or a project manager, in addition to many other dimensions of software development teams. It further includes empirical studies on team climate, team performance, team productivity and team innovation. Next, it explores the factors that are important for maintaining the software development team climate, and the impact of conflicts on teams, which may ultimately have negative impact on the organisation. Tools and techniques to measure performance of software development team are explained along with the factors that influence the teams’ performance, relationship between team cohesion, productivity and finally the performance. Different types of possible innovation in software teams and organisations, innovation cycle and framework, role of top management and leadership in team management are also given due weightage. Providing an exhaustive description of the origin and present status of the Indian software industry using statistical data, the book is useful for the students of MBA (IT), BE/B.Tech (CS and IT), M.Tech (CS and IT) and M.Tech (Software Engineering). The book is also useful as a reference for professionals in the field of information systems, software project management, software engineering, team management and organisational development. Key features of the book • Highlights the latest studies in the field and cites inferences of various researchers. • Includes numerous figures, tables, graphs, and abbreviations to clarify the concepts. • Provides chapter-end questions and quick quiz (multiple choice questions with answers) to test the knowledge acquired. • Incorporates keywords and adequate number of references, which make the book an ideal tool for learning the concepts of software development teams. • Includes case studies to show the application of concepts of software development teams in real life scenarios.

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.

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 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 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 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 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 Oxford Handbook of Justice in the Workplace written by Russell Cropanzano and published by Oxford University Press. This book was released on 2015-06-18 with total page 696 pages. Available in PDF, EPUB and Kindle. Book excerpt: Justice is everyone's concern. It plays a critical role in organizational success and promotes the quality of employees' working lives. For these reasons, understanding the nature of justice has become a prominent goal among scholars of organizational behavior. As research in organizational justice has proliferated, a need has emerged for scholars to integrate literature across disciplines. Offering the most thorough discussion of organizational justice currently available, The Oxford Handbook of Justice in the Workplace provides a comprehensive review of empirical and conceptual research addressing this vital topic. Reflecting this dynamic and expanding area of research, chapters provide cutting-edge reviews of selection, performance management, conflict resolution, diversity management, organizational climate, and other topics integral for promoting organizational success. Additionally, the book explores major conceptual issues such as interpersonal interaction, emotion, the structure of justice, the motivation for fairness, and cross-cultural considerations in fairness perceptions. The reader will find thorough discussions of legal issues, philosophical concerns, and human decision-making, all of which make this the standard reference book for both established scholars and emerging researchers.

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 456 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 High Performance HR Practices and Customer Satisfaction written by Lisa M. Moynihan and published by . This book was released on 2002 with total page 56 pages. Available in PDF, EPUB and Kindle. Book excerpt:

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 Implementing the IT Balanced Scorecard written by Jessica Keyes and published by CRC Press. This book was released on 2016-04-19 with total page 528 pages. Available in PDF, EPUB and Kindle. Book excerpt: The goals of an IT balanced scorecard include the alignment of IT plans with business objectives, the establishment of measures of IT effectiveness, the directing of employee efforts toward IT objectives, the improved performance of technology, and the achievement of balanced results across stakeholder groups. CIOs, CTOs, and other technical manage