The Relationship Between Employee Perceived Service Climate And Customer Satisfaction
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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.
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 : 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.
Do Satisfied Employees Make Customers Satisfied
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Author : Guy Herrington
language : en
Publisher:
Release Date : 1999-01-01
Do Satisfied Employees Make Customers Satisfied written by Guy Herrington and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 1999-01-01 with Consumer satisfaction categories.
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
The Service Providers
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Author : D. Yagil
language : en
Publisher: Springer
Release Date : 2008-04-17
The Service Providers written by D. Yagil and has been published by Springer this book supported file pdf, txt, epub, kindle and other format this book has been release on 2008-04-17 with Business & Economics categories.
The success of service organizations ultimately depends on employees in customer service roles; their performance affects customer satisfaction and loyalty. Integrating theory and research, this book explores the factors that determine the performance of service providers, and points to important managerial implications.
Work Engagement
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Author : Arnold B. Bakker
language : en
Publisher: Psychology Press
Release Date : 2010-04-05
Work Engagement written by Arnold B. Bakker and has been published by Psychology Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2010-04-05 with Business & Economics categories.
Deals with a different dimension of workplace psychology, which is the basis of fulfilling, productive work.
The Oxford Handbook Of Organizational Climate And Culture
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Author : Benjamin Schneider
language : en
Publisher: Oxford Library of Psychology
Release Date : 2014
The Oxford Handbook Of Organizational Climate And Culture written by Benjamin Schneider and has been published by Oxford Library of Psychology this book supported file pdf, txt, epub, kindle and other format this book has been release on 2014 with Business & Economics categories.
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.
Encyclopedia Of Industrial And Organizational Psychology
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Author : Steven G. Rogelberg
language : en
Publisher: SAGE
Release Date : 2007
Encyclopedia Of Industrial And Organizational Psychology written by Steven G. Rogelberg and has been published by SAGE this book supported file pdf, txt, epub, kindle and other format this book has been release on 2007 with Psychology categories.
Publisher description
The Sage Encyclopedia Of Industrial And Organizational Psychology
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Author : Steven G. Rogelberg
language : en
Publisher: SAGE Publications
Release Date : 2016-09-27
The Sage Encyclopedia Of Industrial And Organizational Psychology written by Steven G. Rogelberg and has been published by SAGE Publications this book supported file pdf, txt, epub, kindle and other format this book has been release on 2016-09-27 with Psychology categories.
The well-received first edition of the Encyclopedia of Industrial and Organizational Psychology (2007, 2 vols) established itself in the academic library market as a landmark reference that presents a thorough overview of this cross-disciplinary field for students, researchers, and professionals in the areas of psychology, business, management, and human resources. Nearly ten years later, SAGE presents a thorough revision that both updates current entries and expands the overall coverage, adding approximately 200 new articles, expanding from two volumes to four. Examining key themes and topics from within this dynamic and expanding field of psychology, this work offers a truly cross-cultural and global perspective.