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Author : Jagdip Singh
Publisher :
ISBN 13 :
Total Pages : 45 pages
Book Rating : 4.:/5 (17 download)
Download or read book Performance Productivity and Quality of Frontline Employees in Service Organizations written by Jagdip Singh and published by . This book was released on 1999 with total page 45 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author : Jagdip Singh
Publisher :
ISBN 13 :
Total Pages : 56 pages
Book Rating : 4.:/5 ( download)
Download or read book Performance Productivity and Quality of Frontline Employees in Service Organizations written by Jagdip Singh and published by . This book was released on 1999 with total page 56 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author :
Publisher : DIANE Publishing
ISBN 13 : 1428945490
Total Pages : 57 pages
Book Rating : 4.4/5 (289 download)
Download or read book Performance management systems IRS's systems for frontline employees and managers align with strategic goals but improvements can be made. written by and published by DIANE Publishing. This book was released on 2002 with total page 57 pages. Available in PDF, EPUB and Kindle. Book excerpt: Performance management systems can be powerful tools in helping an agency achieve its mission and ensuring employees at every level of the organization are working toward common ends. Performance management systems should help employees understand their responsibilities and how their day-to-day work contributes toward meeting their agency's strategic goals as well as providing a mechanism for giving employees candid, specific feedback on how well they are meeting their rater's expectations. For agencies like the Internal Revenue Service (IRS) that are undergoing a cultural change, performance management systems help reinforce behaviors and actions that support the agency's obsession. In February 2000, IRS implemented a new performance management system for its executives and managers and in October 2001 implemented a new performance% management system for frontline employees. These systems were built upon IRS's three strategic organizational goals-"top- quality service to each taxpayer in every interaction," "top-quality service to all taxpayers through the fair and uniformly application of the law," and "productivity through a quality work environment" and the corresponding balanced performance satisfaction, business results (quality and quantity), and employee satisfaction that are applied to all organizational units, from IRS-wide down to the group level.
Author : Debbie S. Persaud
Publisher : Universal-Publishers
ISBN 13 : 1581122969
Total Pages : 161 pages
Book Rating : 4.5/5 (811 download)
Download or read book Development of a Training Program for Frontline Service Employees' Improvement of Student Services written by Debbie S. Persaud and published by Universal-Publishers. This book was released on 2005-11-04 with total page 161 pages. Available in PDF, EPUB and Kindle. Book excerpt: Frontline employees represent the bloodline of an organization. This applied dissertation focused on development of a training program to improve skills necessary for quality student-customer service. Six research questions were answered. First, what skills are required to enhance customer service satisfaction? Second, what are employees' perception of attitudes and expectations relative to delivery of goods and services? Third, what action is required to improve employees' performance to effect customer satisfaction? Fourth, what content-- knowledge, skills, and procedures--are necessary for inclusion in the training plan? Fifth, how can training best be structured and developed to improve the necessary skills? Sixth, how and by whom should the plan be implemented, and if implemented, how should it be evaluated? The development problem-solving methodology was used to answer the research questions. Additionally, a Frontline Service Employees' Perceived Training Needs Survey was administered to gather information relative to the recommended training program. The research questions were answered through procedures that involved formative and summative committees' examination of the program content, format, design, and evaluation method. The final project was a recommended frontline service employees training program. Conclusions drawn from the study revealed the following: (a) a training program should be implemented to enhance skills required for better student-customer services within the organization; (b) a training program for frontline employees should include skills pertaining to active listening, trust and rapport, telephone etiquette, problem-solving and conflict resolution, and clear understanding and knowledge of the organization's policies and procedures; (c) trainees should have the choice and flexibility of mode of instruction and location of training; and (d) an evaluation plan should be established posttraining to ensure that quality and program objectives are continuously being met. The recommended training program was submitted to the leaders of the organization who have the authority to approve its implementation.
Author : Dr Kasturi Rohit Naik Dr Srinivasan R Iyengar
Publisher : Archers & Elevators Publishing House
ISBN 13 : 9386501678
Total Pages : pages
Book Rating : 4.3/5 (865 download)
Download or read book An Analytical Study On Job Role Stressors, Employee Performance And Service Effectiveness Using Servqual Approach written by Dr Kasturi Rohit Naik Dr Srinivasan R Iyengar and published by Archers & Elevators Publishing House. This book was released on with total page pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author : Steen Høyrup
Publisher : Springer
ISBN 13 : 1137014768
Total Pages : 450 pages
Book Rating : 4.1/5 (37 download)
Download or read book Employee-Driven Innovation written by Steen Høyrup and published by Springer. This book was released on 2012-05-31 with total page 450 pages. Available in PDF, EPUB and Kindle. Book excerpt: Presents research in Employee-Driven Innovation, an emergent field of study that meets the demand for exploiting new innovative potentials in organizations. There is a growing interest in creating new knowledge in innovation, emphasizing human resources and social processes. The authors intend to take the global lead in research on these areas.
Author : David Holman
Publisher : John Wiley & Sons
ISBN 13 : 0470859156
Total Pages : 464 pages
Book Rating : 4.4/5 (78 download)
Download or read book The New Workplace written by David Holman and published by John Wiley & Sons. This book was released on 2003-07-07 with total page 464 pages. Available in PDF, EPUB and Kindle. Book excerpt: "Just-in-time", "total quality management", "lean manufacturing", "call centres", "team work", "empowerment" - most people in business have heard these buzz words, often offered as a panacea to all profit ills. So why don't they always work? Can you combine them anyhow? If not, why not? The New Workplace Handbook is a comprehensive guide to the evidence available on how modern working practices and technology affect the people in organizations. Within a broad psychological framework, leading experts examine how people work, their experience of work, the impact on productivity and performance and the human resource implications. Guidance is offered on a range of different methods, tools and practices that can be used to guide the design and implementation of modern working practices to ensure that pitfalls are avoided and the best possible results are obtained from new initiatives. Indispensable for consultants, this Handbook will also be useful for students and scholars in the psychology of business, human resource professionals and anyone involved in the management of new working practices.
Author : James L. Heskett
Publisher : Simon and Schuster
ISBN 13 : 1439108307
Total Pages : 345 pages
Book Rating : 4.4/5 (391 download)
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.
Author : Claudia Lehmann
Publisher : Springer
ISBN 13 : 3658230363
Total Pages : 344 pages
Book Rating : 4.6/5 (582 download)
Download or read book Exploring Service Productivity written by Claudia Lehmann and published by Springer. This book was released on 2018-07-23 with total page 344 pages. Available in PDF, EPUB and Kindle. Book excerpt: Claudia Lehmann explores service productivity from the providers, customer and operations perspective in the German airport industry using a solid empirical foundation. Available service productivity concepts, methods, measurements and their ability to overcome the emphasized problems are discussed, suggesting ways on how to deal with them. The insights of this book deliver considerable value for both management and academia.
Author :
Publisher :
ISBN 13 :
Total Pages : 0 pages
Book Rating : 4.:/5 (946 download)
Download or read book Performance Management Systems: IRS's Systems for Frontline Employees and Managers Align with Strategic Goals But Improvements Can Be Made written by and published by . This book was released on 2002 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Performance management systems can be powerful tools in helping an agency achieve its mission and ensuring employees at every level of the organization are working toward common ends. Performance management systems should help employees understand their responsibilities and how their day-to-day work contributes toward meeting their agency's strategic goals as well as providing a mechanism for giving employees candid, specific feedback on how well they are meeting their rater's expectations. For agencies like the Internal Revenue Service (IRS) that are undergoing a cultural change, performance management systems help reinforce behaviors and actions that support the agency's obsession. In February 2000, IRS implemented%implemented a new performance% management system for its executives and managers and in October 2001 implemented a new performance% management system for frontline employees. These systems were built upon IRS's three strategic organizational goals-"top- quality service to each taxpayer in every interaction," "top-quality service to all taxpayers through the fair and uniformly% application of the law," and "productivity through a quality work environment" and the corresponding balanced performance satisfaction, business results (quality and quantity), and employee satisfaction that are applied to all organizational units, from IRS-wide down to the group level.
Author : Stephen Bach
Publisher : John Wiley & Sons
ISBN 13 : 1119991536
Total Pages : 450 pages
Book Rating : 4.1/5 (199 download)
Download or read book Managing Human Resources written by Stephen Bach and published by John Wiley & Sons. This book was released on 2013-01-22 with total page 450 pages. Available in PDF, EPUB and Kindle. Book excerpt: This revised edition is a comprehensive, authoritative set of essays. It is more detailed and analytical than the mainstream treatments of HRM. As in previous editions, Managing Human Resources analyses HRM, the study of work and employment, using an integrated multi-disciplinary approach. The starting point is a recognition that HRM practice and firm performance are influenced by a variety of institutional arrangements that extend beyond the firm. The consequences of HRM need to incorporate analysis of employees and other stakeholders as well as the implications for organizational performance.
Author : Michael D Hartline
Publisher : Routledge
ISBN 13 : 1136423877
Total Pages : 120 pages
Book Rating : 4.1/5 (364 download)
Download or read book Internal Relationship Management written by Michael D Hartline and published by Routledge. This book was released on 2012-12-06 with total page 120 pages. Available in PDF, EPUB and Kindle. Book excerpt: Use these techniques to improve staff performance! Internal Relationship Management: Linking Human Resources to Marketing Performance shows how businesses can develop and maintain positive interactions between managers and employees. This book provides cutting-edge research on the management of internal customers (i.e., employees) that offers practical suggestions to improve internal service, employee performance, and—ultimately—external marketing performance. This useful resource contains many special features to augment the text, including tables, figures, and models. Internal Relationship Management explores key issues, such as: internal relationship management—managing relationships with internal customers human resources activities—actions taken to influence employee attitudes and work-related behaviors career entry—the initial stages of the internal relationship management process organizational support—services provided to employees in an effort to support them With this book, you’ll gain a better understanding of: boundary spanners’ appraisals of career entry transition—from telecommunications, insurance, manufacturing, accounting, and retail firms the recruitment, selection, and retention of customer-contact service employees how internal communication processes affect boundary spanners’ satisfaction with organizational support services employee branding—employees internalize the firm’s desired brand image to project it to customers and external stakeholders the internal customer mindset—the importance employees place on serving internal customers The authors of Internal Relationship Management are established scholars in both marketing and management, providing an integrated, state-of-the-art perspective on how internal relations affect marketing performance. This book presents extensive research and case studies to emphasize how employee satisfaction results in customer satisfaction.
Author : Pamela L. Perrewé
Publisher : Emerald Group Publishing
ISBN 13 : 1789739454
Total Pages : 195 pages
Book Rating : 4.7/5 (897 download)
Download or read book Examining the Role of Well-Being in the Marketing Discipline written by Pamela L. Perrewé and published by Emerald Group Publishing. This book was released on 2019-09-09 with total page 195 pages. Available in PDF, EPUB and Kindle. Book excerpt: Volume 17 of Research in Occupational Stress and Well Being is focused on the stress and well-being related to the marketing discipline. This volume is focused on the connections between employee stress, health, and well-being as it relates to marketing; sales; customers.
Author : Tor Eriksson
Publisher : Emerald Group Publishing
ISBN 13 : 085724454X
Total Pages : 282 pages
Book Rating : 4.8/5 (572 download)
Download or read book Advances in the Economic Analysis of Participatory and Labor-Managed Firms written by Tor Eriksson and published by Emerald Group Publishing. This book was released on 2010-12-02 with total page 282 pages. Available in PDF, EPUB and Kindle. Book excerpt: Includes theoretical and empirical research into changing institutions and employee participation.
Author : Karen M. Barbera
Publisher : Oxford University Press
ISBN 13 : 0199395926
Total Pages : 753 pages
Book Rating : 4.1/5 (993 download)
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.
Author : Emerald Group Publishing Limited
Publisher : Emerald Group Publishing
ISBN 13 : 178560872X
Total Pages : 216 pages
Book Rating : 4.7/5 (856 download)
Download or read book New Perspectives in Employee Engagement in Human Resources written by Emerald Group Publishing Limited and published by Emerald Group Publishing. This book was released on 2015-10-30 with total page 216 pages. Available in PDF, EPUB and Kindle. Book excerpt: New Perspectives in Employee Engagement in Human Resources is a unique collection of articles that represent the very highest level of scholarship in the field. The articles published in this collection identify some emergent themes which include: - career development - career satisfaction - employee driven innovation
Author : Bo Edvardsson
Publisher : Springer Nature
ISBN 13 : 3030918289
Total Pages : 1031 pages
Book Rating : 4.0/5 (39 download)
Download or read book The Palgrave Handbook of Service Management written by Bo Edvardsson and published by Springer Nature. This book was released on 2022-05-24 with total page 1031 pages. Available in PDF, EPUB and Kindle. Book excerpt: This handbook provides an innovative, thorough overview of service management. It draws together an impressive, international group of leading scholars who offer a truly global perspective, exploring current literature and laying out guidance for future research. Beginning with defining service as a perspective on value creation, and service management as “a set of organizational competencies for enabling and realizing value creation through service,” it then moves on to follow the evolution of service research. From there, the book is structured into six main themes: perspectives on service management; service strategy; service leadership and transition; service design and innovation; service interaction; quality and operations; and service management and technology. This book is valuable reading for academics, lecturers, and students studying service management, operations management, and service research.
