Search results

Aims to provide an insightful viewpoint on the growing similarity of corporate governance for companies in the USA and Europe and to provide corporate leaders with a framework for anticipating corporate governance changes in order to avoid risks and maximize enterprise value.

Likely patterns of corporate governance changes are derived through the examination of the underlying factors impacting corporate governance in the USA and Europe and matching these with multiple corporate governance events or changes in the marketplace.

Corporate governance in the USA and Europe is becoming more similar even though the underlying drivers for convergence are different in Europe and the USA.

Conclusions are based on a limited number of anecdotal observations and are not empirically substantiated.

Provides a useful framework for understanding the likely development of corporate governance in the USA and Europe, thereby helping corporate leaders to better anticipate opportunities and risks.

This paper identifies an important pattern in changes to corporate governance which has hereto received little attention in the business and academic press.

Investigates the differences in protocols between arbitral tribunals and courts, with particular emphasis on US, Greek and English law. Gives examples of each country and its way of using the law in specific circumstances, and shows the variations therein. Sums up that arbitration is much the better way to gok as it avoids delays and expenses, plus the vexation/frustration of normal litigation. Concludes that the US and Greek constitutions and common law tradition in England appear to allow involved parties to choose their own judge, who can thus be an arbitrator. Discusses e‐commerce and speculates on this for the future.

In the beginning, organisations were exceedingly simple. There were chiefs and tribes, or kings and subjects or owners and tenants or bosses and workers. With the advent of the Industrial Revolution, it got more compli‐cated. There were stockholders, board of directors, of‐ficers and employees. Now it is too complicated ‐ with stakeholders and/or, shareholders, chairman of the boards and/or chief executives, corporate presidents and/or chief operating officers, assorted vice presidents, managers and employees. Naturally, the modern organisation ‐ being complicated, even Byzantine ‐ is much more subject to trouble, or even breakdowns, than its predecessors, says Bennis.

The increasing importance of customer satisfaction is uncontested. Yet, banks are currently facing another major challenge, meeting the changing needs of customers. For this reason, the present study aims to examine the effect that internal service quality has on employees' prosocial customer behaviour displayed, which is crucial for customers' perception of service quality. This effect was examined both for publicly and for privately held banks.

Out of 19 banks that operate in a major Greek city, 16 agreed to cooperate. The researchers personally administered 10 questionnaires to front‐line employees of every branch, on a random basis, and gathered 113 usable questionnaires. Responses were analysed using descriptive statistics, and regression analyses.

The findings indicate that employees are more likely to improve their general performance and are more cooperative when internal service quality exists. Despite the fact that employees in both sectors agree to the fact that reliability and access are critical for displaying role‐prescribed customer behaviour, there are significant difference with regards to cooperation and extra‐role customer behaviour.

Since, the study took place in only one Greek city, increasing the sample base both in terms of the number of cities and respondents could provide safer generalizations of findings.

Quality circles, employee involvement and human resource management policies designed to stress internal service quality can enhance employees' willingness to serve customers, and in turn increase service quality provided to external customers.

The paper assesses the impact of internal service quality on customer service behaviour, focusing on the Greek banking sector.