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Linking Employee Satisfaction To Business Results
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Book Synopsis Linking Employee Satisfaction to Business Results by : Paula S. Topolosky
Download or read book Linking Employee Satisfaction to Business Results written by Paula S. Topolosky and published by Taylor & Francis. This book was released on 2000 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.
Book Synopsis Linking Employee Satisfaction to Business Results by : Paula S. Topolosky
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: This study investigated the relationship between employee satisfaction and business results. Using data from a Fortune 100 Company, the research examined trends in thirty employee satisfaction variables over a six-year period and identified the relationship of the variables to various corporate and business unit financial metrics. The outcomes of the study suggest that there is a moderately strong positive correlation between an employee's satisfaction with personal development, levels of involvement and participation, use of skills and abilities, promotion practices, and opportunities for a better job and financial indicators of business success. By providing a research prototype, this book serves as a starting point for Human Resource and Business leaders who struggle to identify and to communicate the value of investing in assessing and improving work environments to increase levels of employee satisfaction. As the pace of change increases and the availability to resources decreases in most organizations, this study provides a way for leaders to identify and prioritize improvement initiatives that might result in both increased levels of employee satisfaction and indices used to measure business success.
Book Synopsis Service Profit Chain by : W. Earl Sasser
Download or read book Service Profit Chain written by W. Earl Sasser and published by Simon and Schuster. This book was released on 1997-04-10 with total page 343 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.
Book Synopsis The Employee Experience by : Tracy Maylett
Download or read book The Employee Experience written by Tracy Maylett and published by John Wiley & Sons. This book was released on 2017-01-10 with total page 184 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 Rising to Power written by Ron A. Carucci and published by Greenleaf Book Group. This book was released on 2014-09-23 with total page 374 pages. Available in PDF, EPUB and Kindle. Book excerpt: Rising to Power is a time tested, wisdom-packed guide for executives desiring to be exceptional leaders as they navigate their ascent to the highest levels of their organization. Nearly two-thirds of all leaders entering executive roles lack sufficient understanding of what is required and are unprepared for what they will face, which explains why 50 percent of them fail within the first eighteen months. For decades we have known that failure rates among transitioning executives are too high, causing exorbitant costs, damaged organizations, and stalled careers. Still, little has changed in the way organizations prepare leaders to assume executive positions. Three-fourths of new executives say their organization did not adequately prepare them for the executive office. It doesn’t have to be this way. If you are an executive—or you’re aspiring to be one—and considering how you will navigate the ascent in your organization, Rising to Power will serve you like no other resource can. Odds are high you have watched a promising executive fail on their way up. Like many, you scratched your head, wondering, “Why didn’t they see that coming?” Now you’re hoping not to be the next one that falls. Rising to Power will guide you on a predictable journey of ascent, through the transitional moments and issues most common in executive failure. It will bolster your confidence, open your eyes, deepen your insight, and if you let it, reveal your own proclivities for failure that you may not even recognize. Based on a ten-year longitudinal study, Rising to Power offers a profoundly new way of looking at an executive’s rise in an organization, and offers an approach to significantly increase your odds of success.
Download or read book To Be Honest written by Ron A. Carucci and published by Kogan Page Publishers. This book was released on 2021-05-03 with total page 289 pages. Available in PDF, EPUB and Kindle. Book excerpt: WINNER: NYC Big Book Award 2021 - Business General WINNER: Goody Business Book Awards - Business General FINALIST: Good Business Book Awards - Leadership: General and Think Differently Selected as one of Bloomberg's Best Books of 2021: Nominated by the founder and executive director of the Aspen Institute Business and Society Program DISTINGUISHED FAVORITE: Independent Press Award 2022 - Business General Under what conditions will people tell the truth, behave fairly and act with purpose at work? And when will they lie, cheat and be selfish? Based on 15 years of research, To Be Honest explains how four factors (Clear Identity, Accountability, Governance and Cross-Functional Relationships) affect honesty, justice and purpose within a company. When these factors are absent or ineffective, the organizational conditions compel employees to choose dishonesty and self-interest. But when done well, the organization is 16 times more likely to have people tell the truth, behave fairly and serve a greater good. To Be Honest shares the stories of leaders who have acted with purpose, honesty and justice even when it was difficult to do so. In-depth interviews with CEOs and senior executives from exemplar companies such as Patagonia, Cabot Creamery, Microsoft and others reveal what it takes to build purpose-driven companies of honesty and justice. Interviews with thought leaders like Jonathan Haidt, Amy Edmondson, Dan Ariely and James Detert offer rich insights on how leaders can become more honest and purposeful. You'll learn how Hubert Joly took Best Buy from a company on the brink of bankruptcy to one that is profitable, thriving and purposeful. Filled with real-life examples, To Be Honest offers actionable steps, practical tools and approaches that any leader or manager can use to create a culture of purpose, honesty and justice.
Book Synopsis Introduction to Business by : Lawrence J. Gitman
Download or read book Introduction to Business written by Lawrence J. Gitman and published by . This book was released on 2024-09-16 with total page 1455 pages. Available in PDF, EPUB and Kindle. Book excerpt: Introduction to Business covers the scope and sequence of most introductory business courses. The book provides detailed explanations in the context of core themes such as customer satisfaction, ethics, entrepreneurship, global business, and managing change. Introduction to Business includes hundreds of current business examples from a range of industries and geographic locations, which feature a variety of individuals. The outcome is a balanced approach to the theory and application of business concepts, with attention to the knowledge and skills necessary for student success in this course and beyond. This is an adaptation of Introduction to Business by OpenStax. You can access the textbook as pdf for free at openstax.org. Minor editorial changes were made to ensure a better ebook reading experience. Textbook content produced by OpenStax is licensed under a Creative Commons Attribution 4.0 International License.
Book Synopsis Customer Service Delivery by : Lawrence Fogli
Download or read book Customer Service Delivery written by Lawrence Fogli and published by John Wiley & Sons. This book was released on 2006-02-02 with total page 348 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer Service Delivery taps into business, marketing, and psychological research and practices to provide a wealth of knowledge about customer service. With contributions from some of the best-known industrial and organizational psychology experts in customer service, this book brings together in one comprehensive resource a review of the best practices in customer service delivery. Customer Service Delivery also provides a framework for customer service as a process and an outcome. The authors address a wide range of topics that are crucial to today’s competitive business environment: customer expectations, loyalty satisfaction, product versus service delivery, measurement, brand equity, regional and cultural differences, and organizational impact. Customer Service Delivery explores human resource staffing practices and service delivery by including proven selection strategies for hiring top quality service workers, an analysis of the personality correlates of service performance, and a comprehensive review of assessment instruments that predict customer service performance. In addition, this important resource contains strategies and tactics to improve and manage service delivery and offers illustrative case examples of how organizations have successfully improved and managed customer service.
Book Synopsis Resultsoriented cultures creating a clear linkage between individual performance and organizational success. by :
Download or read book Resultsoriented cultures creating a clear linkage between individual performance and organizational success. written by and published by DIANE Publishing. This book was released on with total page 40 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis People - The New Asset on the Balance Sheet by : J. DiVanna
Download or read book People - The New Asset on the Balance Sheet written by J. DiVanna and published by Springer. This book was released on 2005-03-22 with total page 211 pages. Available in PDF, EPUB and Kindle. Book excerpt: Job migration across international boundaries and jobless economic "recoveries" are the latest disruptions in the workplace's human equation. To help policy makers, employers and employees to address these issues, Divanna and Rogers propose a more rigorous approach to Human Capital. They point out that the emergence of stronger measures, management techniques and balance sheet valuations was a key enabler to the emergence of dynamic financial capital markets and international exchanges. This book puts forth a framework for measuring, managing and negotiating issues of human business value. It looks at how policymakers, employers and employees can achieve common ground when productivity threatens job loss or avoid the zero sum view that pits international trade against domestic employment.
Book Synopsis Predictive Analytics in Human Resource Management by : Shivinder Nijjer
Download or read book Predictive Analytics in Human Resource Management written by Shivinder Nijjer and published by Taylor & Francis. This book was released on 2020-12-03 with total page 208 pages. Available in PDF, EPUB and Kindle. Book excerpt: This volume is a step-by-step guide to implementing predictive data analytics in human resource management (HRM). It demonstrates how to apply and predict various HR outcomes which have an organisational impact, to aid in strategising and better decision-making. The book: Presents key concepts and expands on the need and role of HR analytics in business management. Utilises popular analytical tools like artificial neural networks (ANNs) and K-nearest neighbour (KNN) to provide practical demonstrations through R scripts for predicting turnover and applicant screening. Discusses real-world corporate examples and employee data collected first-hand by the authors. Includes individual chapter exercises and case studies for students and teachers. Comprehensive and accessible, this guide will be useful for students, teachers, and researchers of data analytics, Big Data, human resource management, statistics, and economics. It will also be of interest to readers interested in learning more about statistics or programming.
Book Synopsis Data Conversion by : Patricia Pulliam Phillips
Download or read book Data Conversion written by Patricia Pulliam Phillips and published by John Wiley & Sons. This book was released on 2016-05-12 with total page 115 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book tackles the third major challenge and the second most difficult step in the ROI methodology: converting data to monetary values. When a particular project or program is connected to a business measure, the next logical question is: what is the monetary value of that impact? For ROI analysis, it is at this critical point where the monetary benefits are developed to compare to the costs of the program to calculate the ROI. Includes: the importance of converting data to monetary value; preliminary issues; standard values: the standard values: where to find them; using internal experts, using external databases; linking with other measures; using estimates; when to abandon conversion efforts and leave data as intangible, analyzing the intangibles; and reporting the intangibles.
Book Synopsis Climate Change Management and Social Innovations for Sustainable Global Organization by : Dave, Sumita
Download or read book Climate Change Management and Social Innovations for Sustainable Global Organization written by Dave, Sumita and published by IGI Global. This book was released on 2023-09-15 with total page 336 pages. Available in PDF, EPUB and Kindle. Book excerpt: The issue of climate change poses a significant challenge to organizations worldwide, affecting the availability and quality of essential resources such as energy, water, and manpower. This research book emphasizes the urgent need for social and technological innovations to address the negative impact of climate change and transition towards a Net Zero economy. Strategies such as lifestyle alterations, efficient resource utilization, and adoption of clean technologies can assist organizations in dealing with this global concern. Climate Change Management and Social Innovations for Sustainable Global Organization offers a comprehensive examination of the nature and impact of climate change on businesses, including case studies and strategies for mitigating its effects. The book also assesses the role of frugal innovations, resource utilization patterns, and lifestyles on greenhouse gas emissions, promoting Net-Zero practices. It is a valuable resource for professionals and researchers in the field of climate change and sustainable development, including policy makers, corporate decision makers, environmentalists, and academics. Furthermore, the book can be used as supporting material for undergraduate and master's business students and managers interested in exploring the link between sustainable development and climate change.
Book Synopsis Strategic Customer Management by : Adrian Payne
Download or read book Strategic Customer Management written by Adrian Payne and published by Cambridge University Press. This book was released on 2013-03-28 with total page 547 pages. Available in PDF, EPUB and Kindle. Book excerpt: Relationship marketing and customer relationship management (CRM) can be jointly utilised to provide a clear roadmap to excellence in customer management: this is the first textbook to demonstrate how it can be done. Written by two acclaimed experts in the field, it shows how an holistic approach to managing relationships with customers and other key stakeholders leads to increased shareholder value. Taking a practical, step-by-step approach, the authors explain the principles of relationship marketing, apply them to the development of a CRM strategy and discuss key implementation issues. Its up-to-date coverage includes the latest developments in digital marketing and the use of social media. Topical examples and case studies from around the world connect theory with global practice, making this an ideal text for both students and practitioners keen to keep abreast of changes in this fast-moving field.
Book Synopsis The 2008 Pfeiffer Annual by : Elaine Biech
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.
Book Synopsis Linking Customer and Employee Satisfaction to the Bottom Line by : Derek R. Allen
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.
Book Synopsis Recent Advances in Material, Manufacturing, and Machine Learning by : Bjorn Schuller
Download or read book Recent Advances in Material, Manufacturing, and Machine Learning written by Bjorn Schuller and published by CRC Press. This book was released on 2024-06-17 with total page 1923 pages. Available in PDF, EPUB and Kindle. Book excerpt: The main aim of the 2nd international conference on recent advances in materials manufacturing and machine learning processes-2023 (RAMMML-23) is to bring together all interested academic researchers, scientists, engineers, and technocrats and provide a platform for continuous improvement of manufactur□ing, machine learning, design and materials engineering research. RAMMML 2023 received an overwhelm□ing response with more than 530 full paper submissions. After due and careful scrutiny, about 120 of them have been selected for presentation. The papers submitted have been reviewed by experts from renowned institutions, and subsequently, the authors have revised the papers, duly incorporating the suggestions of the reviewers. This has led to significant improvement in the quality of the contributions, Taylor & Francis publications, CRC Press have agreed to publish the selected proceedings of the conference in their book series of Advances in Mechanical Engineering and Interdisciplinary Sciences. This enables fast dissemina□tion of the papers worldwide and increases the scope of visibility for the research contributions of the authors.
