Service Satisfaction And Climate
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Service Satisfaction And Climate Perspectives On Management In English Language Teaching
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Author : John Walker
language : en
Publisher: BRILL
Release Date : 2010-10-06
Service Satisfaction And Climate Perspectives On Management In English Language Teaching written by John Walker and has been published by BRILL this book supported file pdf, txt, epub, kindle and other format this book has been release on 2010-10-06 with Education categories.
Discusses English Language Teaching (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.
Service Satisfaction And Climate
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Author : John Walker
language : en
Publisher: BRILL
Release Date : 2010
Service Satisfaction And Climate written by John Walker and has been published by BRILL this book supported file pdf, txt, epub, kindle and other format this book has been release on 2010 with Business & Economics categories.
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.
The Relationship Between Employee Perceived Service Climate And Customer Satisfaction
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Author : Amit Gupta
language : en
Publisher:
Release Date : 1998
The Relationship Between Employee Perceived Service Climate And Customer Satisfaction written by Amit Gupta and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 1998 with Consumer satisfaction categories.
Linking Service Climate With Employee Satisfaction And External Service Value
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Author : Hazel Boylan
language : en
Publisher:
Release Date : 2001
Linking Service Climate With Employee Satisfaction And External Service Value written by Hazel Boylan and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2001 with Job satisfaction categories.
Service Quality
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Author : Roland T. Rust
language : en
Publisher: SAGE
Release Date : 1994
Service Quality written by Roland T. Rust and has been published by SAGE this book supported file pdf, txt, epub, kindle and other format this book has been release on 1994 with Business & Economics categories.
The importance of service and service quality has been growing in the world economy since the late 1970s. Establishing new levels of sophistication and rigor, as well as a broad set of approaches, Service Quality presents the latest research and theory in customer satisfaction and services marketing.
Route To Customer Satisfaction Is Through Employees
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Author : Amit Gupta
language : en
Publisher: LAP Lambert Academic Publishing
Release Date : 2010-03
Route To Customer Satisfaction Is Through Employees written by Amit Gupta and has been published by LAP Lambert Academic Publishing this book supported file pdf, txt, epub, kindle and other format this book has been release on 2010-03 with categories.
I strongly belief that the route to customer satisfaction is through employees, especially for service businesses where customer interface is a critical part of the delivery process. The current book builds on the research on positive influence of employees' perceptions of service climate and service quality on customer satisfaction. We test a model between employees' perceptions of service climate, capability, quality and employee service behaviors, with customer satisfaction in a State Government agency. Results show that management practices related to coordination and service emphasis positively impact employee service capabilities. Employee service behaviors and service capability positively impact employees' perceptions of service quality. Only employee service behaviors have an impact on customers' perceptions of service quality. No relationships were found between employees' perceptions of service capability or service quality with customers' perceptions of service quality. Results using HLM indicate that HR practices, service emphasis, service behaviors and service capability positively impact and interpersonal relationships negatively impact customer satisfaction.
Service Quality
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Author : Benjamin Schneider
language : en
Publisher: SAGE
Release Date : 2004
Service Quality written by Benjamin Schneider and has been published by SAGE this book supported file pdf, txt, epub, kindle and other format this book has been release on 2004 with Business & Economics categories.
The last three decades have seen a dramatic increase in the attention businesses devote to their quality of service. Scholars and researchers in a number of disciplines, including marketing, human resources I/O psychology, sociology, and consumer behavior, have all made substantial contributions to understanding what service is, how service and service delivery quality are experienced by customers, and the role of employees and their organizations in service delivery. Service Quality: Research Perspectives presents a comprehensive overview and analysis of the field and its research, including its growth, emerging trends, and debates
Customer Satisfaction And Sustainability Initiatives In The Fourth Industrial Revolution
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Author : Silvestri, Cecilia
language : en
Publisher: IGI Global
Release Date : 2019-11-15
Customer Satisfaction And Sustainability Initiatives In The Fourth Industrial Revolution written by Silvestri, Cecilia and has been published by IGI Global this book supported file pdf, txt, epub, kindle and other format this book has been release on 2019-11-15 with Business & Economics categories.
A well-planned marketing orientation strategy that keeps customers informed is the first step to building a long-term relationship with customers and providing them with appropriate incentives. The difficulty with providing a winning strategy in a highly competitive market, however, stems from responding to the specific needs of the customers. Customer Satisfaction and Sustainability Initiatives in the Fourth Industrial Revolution is an essential reference source that links together three highly relevant topics in the business of modern economy—innovation, customer satisfaction, and sustainability—and analyzes their synergies. Featuring research on topics such as e-business, global business, and sustainable innovation, this book is ideally designed for business consultants, managers, customer service representatives, entrepreneurs, academicians, researchers, and students seeking coverage on directing sustainable companies.
Customer Service Delivery
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Author : Lawrence Fogli
language : en
Publisher: John Wiley & Sons
Release Date : 2006-02-02
Customer Service Delivery written by Lawrence Fogli and has been published by John Wiley & Sons this book supported file pdf, txt, epub, kindle and other format this book has been release on 2006-02-02 with Business & Economics categories.
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.
Job Satisfaction
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Author : Paul E. Spector
language : en
Publisher: Routledge
Release Date : 2022-02-27
Job Satisfaction written by Paul E. Spector and has been published by Routledge this book supported file pdf, txt, epub, kindle and other format this book has been release on 2022-02-27 with Business & Economics categories.
Distilling the vast literature on this most frequently studied variable in organizational behavior, Paul E. Spector provides students and professionals with a pithy overview of the research and application of job satisfaction. In addition to discussing the nature of and techniques for assessing job satisfaction, this text summarizes the findings regarding how people feel toward work, including cultural and gender differences in job satisfaction, personal and organizational antecedents, potential consequences, and interventions to improve job satisfaction. Students, researchers, and practitioners will particularly appreciate the extensive list of references and the Job Satisfaction Survey included in the Appendix. This book includes the latest research and new topics including the business case for job satisfaction, customer service, disabled workers, leadership, mental health, organizational climate, virtual work, and work-family issues. Further, paulspector.com features an ongoing series of blog articles, links to assessments mentioned in the book, and other resources on job satisfaction to coincide with this text. This book is ideal for professionals, researchers, and undergraduate and graduate students in industrial and organizational psychology and organizational behavior, as well as in specialized courses on job attitudes or job satisfaction. .