Linking Employee Satisfaction to Business Results

Download Linking Employee Satisfaction to Business Results PDF Online Free

Author :
Publisher : Routledge
ISBN 13 : 1135695385
Total Pages : 116 pages
Book Rating : 4.1/5 (356 download)

DOWNLOAD NOW!


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.

Service Profit Chain

Download Service Profit Chain PDF Online Free

Author :
Publisher : Simon and Schuster
ISBN 13 : 1439108307
Total Pages : 343 pages
Book Rating : 4.4/5 (391 download)

DOWNLOAD NOW!


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.

The 2008 Pfeiffer Annual

Download The 2008 Pfeiffer Annual PDF Online Free

Author :
Publisher : John Wiley & Sons
ISBN 13 : 0787996270
Total Pages : 326 pages
Book Rating : 4.7/5 (879 download)

DOWNLOAD NOW!


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.

Rising to Power

Download Rising to Power PDF Online Free

Author :
Publisher : Greenleaf Book Group
ISBN 13 : 1626341095
Total Pages : 374 pages
Book Rating : 4.6/5 (263 download)

DOWNLOAD NOW!


Book Synopsis Rising to Power by : Ron A. Carucci

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.

SATISFACTION INDEX OF THE EMPLOYEES AND PASSENGERS OF INDIAN AIRLINES

Download SATISFACTION INDEX OF THE EMPLOYEES AND PASSENGERS OF INDIAN AIRLINES PDF Online Free

Author :
Publisher : Archers & Elevators Publishing House
ISBN 13 : 9390996511
Total Pages : 87 pages
Book Rating : 4.3/5 (99 download)

DOWNLOAD NOW!


Book Synopsis SATISFACTION INDEX OF THE EMPLOYEES AND PASSENGERS OF INDIAN AIRLINES by : Dr Dipamitra

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:

To Be Honest

Download To Be Honest PDF Online Free

Author :
Publisher : Kogan Page Publishers
ISBN 13 : 1398600679
Total Pages : 289 pages
Book Rating : 4.3/5 (986 download)

DOWNLOAD NOW!


Book Synopsis To Be Honest by : Ron A. Carucci

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.

The Employee Experience

Download The Employee Experience PDF Online Free

Author :
Publisher : John Wiley & Sons
ISBN 13 : 1119294207
Total Pages : 184 pages
Book Rating : 4.1/5 (192 download)

DOWNLOAD NOW!


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.

Linking Emotional Intelligence and Performance at Work

Download Linking Emotional Intelligence and Performance at Work PDF Online Free

Author :
Publisher : Psychology Press
ISBN 13 : 1134998767
Total Pages : 357 pages
Book Rating : 4.1/5 (349 download)

DOWNLOAD NOW!


Book Synopsis Linking Emotional Intelligence and Performance at Work by : Vanessa Urch Druskat

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.

Humane Capital

Download Humane Capital PDF Online Free

Author :
Publisher : Bloomsbury Publishing
ISBN 13 : 1472957660
Total Pages : 321 pages
Book Rating : 4.4/5 (729 download)

DOWNLOAD NOW!


Book Synopsis Humane Capital by : Vlatka Hlupic

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 321 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.

Is Your Boss Mad?

Download Is Your Boss Mad? PDF Online Free

Author :
Publisher : Crown House Publishing
ISBN 13 : 1845906195
Total Pages : 193 pages
Book Rating : 4.8/5 (459 download)

DOWNLOAD NOW!


Book Synopsis Is Your Boss Mad? by : Jill Walker

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.

Essentials of strategic HRM

Download Essentials of strategic HRM PDF Online Free

Author :
Publisher : Lulu.com
ISBN 13 : 1312383240
Total Pages : 130 pages
Book Rating : 4.3/5 (123 download)

DOWNLOAD NOW!


Book Synopsis Essentials of strategic HRM by : Dr Mohsin Shaikh

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.

Inside-out Marketing

Download Inside-out Marketing PDF Online Free

Author :
Publisher : Kogan Page Publishers
ISBN 13 : 0749447133
Total Pages : 272 pages
Book Rating : 4.7/5 (494 download)

DOWNLOAD NOW!


Book Synopsis Inside-out Marketing by : Michael Dunmore

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.

Why Satisfied Customers Defect

Download Why Satisfied Customers Defect PDF Online Free

Author :
Publisher :
ISBN 13 : 9780000956064
Total Pages : pages
Book Rating : 4.9/5 (56 download)

DOWNLOAD NOW!


Book Synopsis Why Satisfied Customers Defect by : Jones Staff

Download or read book Why Satisfied Customers Defect written by Jones Staff and published by . This book was released on 1995-01-01 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt:

Human Capital Management

Download Human Capital Management PDF Online Free

Author :
Publisher : Kogan Page Publishers
ISBN 13 : 0749451378
Total Pages : 239 pages
Book Rating : 4.7/5 (494 download)

DOWNLOAD NOW!


Book Synopsis Human Capital Management by : Angela Baron

Download or read book Human Capital Management written by Angela Baron and published by Kogan Page Publishers. This book was released on 2007-02-03 with total page 239 pages. Available in PDF, EPUB and Kindle. Book excerpt: Human Capital Management (HCM) has recently been described as a high-level strategic issue that seeks to analyze, measure and evaluate how people policies and practices create value. Put simply, HCM is about creating and demonstrating the value that great people and great people management add to an organization. This unique book describes how HCM provides a bridge between human resource management and business strategy. It also demonstrates how organizations can use the concepts of human resource management and the processes involved to enhance the value they obtain from people while continuing to meet their aspirations and needs. Baron and Armstrong explain how to achieve these objectives using various approaches including describing the concept of HCM and how the process works, discussing its application in numerous areas within an organization and examining the role of HR in HCM and the future of the concept. It also contains a toolkit which organizations can use to develop their own HCM policies and practices.

Global Competitiveness: Business Transformation in the Digital Era

Download Global Competitiveness: Business Transformation in the Digital Era PDF Online Free

Author :
Publisher : Routledge
ISBN 13 : 042951123X
Total Pages : 325 pages
Book Rating : 4.4/5 (295 download)

DOWNLOAD NOW!


Book Synopsis Global Competitiveness: Business Transformation in the Digital Era by : Ade Gafar Abdullah

Download or read book Global Competitiveness: Business Transformation in the Digital Era written by Ade Gafar Abdullah and published by Routledge. This book was released on 2019-07-09 with total page 325 pages. Available in PDF, EPUB and Kindle. Book excerpt: The proceedings of the "Economics and Business Competitiveness International Conference" (EBCICON) provides a selection of papers, either research results or literature reviews, on business transformation in the digital era. Nine major subject areas, comprising accounting and governance, customer relations, entrepreneurship, environmental issues, finance and investment, human capital, industrial revolution 4.0, international issues, and operations and supply chain management are presented in the proceedings. These papers will provide new insights into the knowledge and practice of business and economics in the digital era. Therefore, parties involved in business and economics such as academics, practitioners, business leaders, and others will be interested in the contents of the proceedings.

Customer Service Delivery

Download Customer Service Delivery PDF Online Free

Author :
Publisher : John Wiley & Sons
ISBN 13 : 9780787983109
Total Pages : 348 pages
Book Rating : 4.9/5 (831 download)

DOWNLOAD NOW!


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.

New Trends in Engineering Research

Download New Trends in Engineering Research PDF Online Free

Author :
Publisher : Springer Nature
ISBN 13 : 303146432X
Total Pages : 347 pages
Book Rating : 4.0/5 (314 download)

DOWNLOAD NOW!


Book Synopsis New Trends in Engineering Research by : Nenad Mitrovic

Download or read book New Trends in Engineering Research written by Nenad Mitrovic and published by Springer Nature. This book was released on with total page 347 pages. Available in PDF, EPUB and Kindle. Book excerpt: