Download or read book The Relationship Between Managerial Feedback and Employee Job Satisfaction in a Service based Organization written by Cinderella Liao and published by . This book was released on 1998 with total page 300 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Why Employees Stay written by Vincent S. Flowers and published by . This book was released on 1973-01-01 with total page 12 pages. Available in PDF, EPUB and Kindle. Book excerpt:
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 Feedback at Work written by Lisa A. Steelman and published by Springer Nature. This book was released on 2019-11-21 with total page 291 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book delivers an evidence-based summary of best practices in providing and utilizing feedback in organizational settings. Bringing together a range of renowned experts, the chapters in this book discuss the current state of feedback theory and research, as well as practical recommendations for using the evidence to improve feedback processes in organizations. This book is intended for scholars and managers, but anyone on the giving or receiving end of feedback will benefit from a better understanding of the process. The chapters in this volume take the reader deep into the current literature, set a research agenda for the future, and provide key take-aways to enhance intentionality in the feedback process.
Download or read book Job Feedback written by Manuel London and published by Psychology Press. This book was released on 2003-09-12 with total page 304 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book discusses how people evaluate themselves, relate to others who give them feedback, and process information about others. It examines how feedback is given and received in teams and cross-cultural organizations, and explores the impact that feedback has on changing technologies.
Download or read book The Motivated Worker written by Brad Ward and published by McFarland. This book was released on 2020-11-11 with total page 212 pages. Available in PDF, EPUB and Kindle. Book excerpt: How can managers and executives motivate workers to make them happier and more productive? How can employees find meaning and motivation in their careers? The classic Two Factor Theory--a simple, time-tested model for conceptualizing job satisfaction--is here re-imagined for a modern world, with relevant examples, and backed by dozens of academic studies that organizational leaders can draw upon to improve worker motivation. The Universal Dual-Factor Survey (UDS) is introduced, providing a means to assess workforce job satisfaction. Managers will be able to understand which factors need improvement, leading to more meaningful work. Employees, at all levels of business, government and nonprofit organizations, will be able to improve personal motivation, facilitating a more cohesive and thriving workforce.
Download or read book The Enemy of Engagement written by Mark Royal and published by AMACOM/American Management Association. This book was released on 2011 with total page 241 pages. Available in PDF, EPUB and Kindle. Book excerpt: Includes bibliographical reference and index.
Download or read book Handbook of Psychology Industrial and Organizational Psychology written by Irving B. Weiner and published by John Wiley & Sons. This book was released on 2012-10-10 with total page 820 pages. Available in PDF, EPUB and Kindle. Book excerpt: Psychology is of interest to academics from many fields, as well as to the thousands of academic and clinical psychologists and general public who can't help but be interested in learning more about why humans think and behave as they do. This award-winning twelve-volume reference covers every aspect of the ever-fascinating discipline of psychology and represents the most current knowledge in the field. This ten-year revision now covers discoveries based in neuroscience, clinical psychology's new interest in evidence-based practice and mindfulness, and new findings in social, developmental, and forensic psychology.
Download or read book The Customer is NOT Always Right Marketing Orientations in a Dynamic Business World written by Colin L. Campbell and published by Springer. This book was released on 2017-01-11 with total page 987 pages. Available in PDF, EPUB and Kindle. Book excerpt: This volume includes the full proceedings from the 2011 World Marketing Congress held in Reims, France with the theme The Customer is NOT Always Right? Marketing Orientations in a Dynamic Business World. The focus of the conference and the enclosed papers is on marketing thought and practices throughout the world. This volume resents papers on various topics including marketing management, marketing strategy, and consumer behavior. Founded in 1971, the Academy of Marketing Science is an international organization dedicated to promoting timely explorations of phenomena related to the science of marketing in theory, research, and practice. Among its services to members and the community at large, the Academy offers conferences, congresses and symposia that attract delegates from around the world. Presentations from these events are published in this Proceedings series, which offers a comprehensive archive of volumes reflecting the evolution of the field. Volumes deliver cutting-edge research and insights, complimenting the Academy’s flagship journals, the Journal of the Academy of Marketing Science (JAMS) and AMS Review. Volumes are edited by leading scholars and practitioners across a wide range of subject areas in marketing science.
Download or read book Food Service written by Shirley King Evans and published by . This book was released on 1989 with total page 84 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Ecic 2017 9th European Conference on Intellectual Capital written by Ilídio Tomás Lopes and published by Academic Conferences and publishing limited. This book was released on 2017-03-20 with total page 414 pages. Available in PDF, EPUB and Kindle. Book excerpt: These proceedings represent the work of researchers participating in the 9th European Conference on Intellectual Capital (ECIC 2017) which is being hosted this year by the Instituto UniversitÁrio de Lisboa (ISCTE-IUL) on 6-7 April 2017. ECIC is a recognised event on the international research conferences calendar and provides a valuable platform for individuals to present their research findings, display their work in progress and discuss conceptual and empirical advances in the area of Intellectual Capital. It provides an important opportunity for researchers and practitioners to come together to share their experiences of researching in this varied and expanding field. The conference this year will be opened with a keynote presentation by Dr JosÉ Maria Viedma MartÍ from U.P.C., Polytechnic University of Catalonia in Barcelona, Spain and Prof. Maria Do Rosario Cabrita from Universidade Nova de Lisboa, Portugal who will together be talking about The Practice of Intellectual Capital in the Fourth Industrial Revolution. The second day of the conference will be opened by Dr Gregorio MartÍn-de Castro, from Complutense University of Madrid, Spain, who will address the topic Intellectual Capital: Linking Theory and Practice. With an initial submission of 98 abstracts, after the double blind, peer-review process there are 42 academic Research papers, 2 PhD Research, 1 Masters Research and 1 Work in Progress papers published in these Conference Proceedings. These papers represent truly global research in the field, with contributions from Australia, Colombia, Croatia, Egypt, Finland, France, Greece, Iran, Italy, Kazakhstan, Latvia, Lithuania, Poland, Portugal, Romania, Russia, South Africa, Spain, The Netherlands, Turkey, United Arab Emirates, UK and USA.
Download or read book Handbook of Psychology Industrial and Organizational Psychology CafeScribe written by Walter C. Borman and published by John Wiley and Sons. This book was released on 2003-03-10 with total page 667 pages. Available in PDF, EPUB and Kindle. Book excerpt: Includes established theories and cutting-edge developments. Presents the work of an international group of experts. Presents the nature, origin, implications, an future course of major unresolved issues in the area.
Download or read book Research Handbook on HRM in the Public Sector written by Steijn, Bram and published by Edward Elgar Publishing. This book was released on 2021-12-10 with total page 424 pages. Available in PDF, EPUB and Kindle. Book excerpt: Bringing together over fifty leading global experts, this Research Handbook provides a state-of-the-art overview of research findings regarding Human Resource Management (HRM) in the public sector. Original chapters provide useful insights from two different disciplines: public administration and HRM. They illustrate that the public context of organisations matters and discuss research findings detailing how this plays out in practice.
Download or read book Personnel Literature written by United States. Office of Personnel Management. Library and published by . This book was released on 1974 with total page 818 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Operations Management written by Alison Bettley and published by SAGE. This book was released on 2005-10-03 with total page 334 pages. Available in PDF, EPUB and Kindle. Book excerpt: `This reader is an outstanding piece of work. It captures the essence of operations management by providing an interesting and sometimes provoking set of readings. It also provides an excellent review of the topic. Its approach to operations management is both topical and comprehensive. The editors have done an outstanding job of including many of the significant recent developments in the area, particularly in the technology and operations strategy areas' - Nigel Slack, Professor of Operations Strategy, Warwick University
Download or read book ICMLG 2018 6th International Conference on Management Leadership and Governance written by Dr Vincent Ribiere and published by Academic Conferences and publishing limited. This book was released on 2018-05-24 with total page 476 pages. Available in PDF, EPUB and Kindle. Book excerpt: These proceedings represent the work of researchers participating in the 6th International Conference on Management, Leadership and Governance (ICMLG 2018) which is being hosted this year by the Institute for Knowledge and Innovation Southeast Asia (IKI-SEA), a Centre of Excellence of at Bangkok University, Thailand on 24-25 May 2018.
Download or read book Interdisciplinary Research in Technology and Management written by Satyajit Chakrabarti and published by CRC Press. This book was released on 2021-09-14 with total page 688 pages. Available in PDF, EPUB and Kindle. Book excerpt: The conference on ‘Interdisciplinary Research in Technology and Management” was a bold experiment in deviating from the traditional approach of conferences which focus on a specific topic or theme. By attempting to bring diverse inter-related topics on a common platform, the conference has sought to answer a long felt need and give a fillip to interdisciplinary research not only within the technology domain but across domains in the management field as well. The spectrum of topics covered in the research papers is too wide to be singled out for specific mention but it is noteworthy that these papers addressed many important and relevant concerns of the day.
