This article has been withdrawn as it was published elsewhere and accidentally duplicated. The original article can be seen here: 10.1108/EUM0000000000636. When citing the…
Abstract
This article has been withdrawn as it was published elsewhere and accidentally duplicated. The original article can be seen here: 10.1108/EUM0000000000636. When citing the article, please cite: W.B. Lai, J.Y. Huang, Graham Hooley, Jim Lynch, Oliver Yau, (1992), “Effective Marketing in Taiwan: Profiles of the Top Performers”, European Journal of Marketing, Vol. 26 Iss: 3, pp. 5 - 17.
W.B. Lai, J.Y. Huang, Graham Hooley, Jim Lynch and Oliver Yau
Seeks to identify the top performing companies in Taiwan andexamine the contribution that marketing has made to their performance.Findings of the study reveal that organizations…
Abstract
Seeks to identify the top performing companies in Taiwan and examine the contribution that marketing has made to their performance. Findings of the study reveal that organizations moving from a production and selling orientation to a marketing approach will be more effective.
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Alex Allardyce, Graham Cornish, Jim Davey and Maurice B Line
The BLLD is able to satisfy a growing percentage of requests for material in the humanities. Its retrospective collections and current purchasing policy, which are described in…
Abstract
The BLLD is able to satisfy a growing percentage of requests for material in the humanities. Its retrospective collections and current purchasing policy, which are described in some detail, enable it to supply half of the humanities monographs requested and two thirds of the serials from stock, with increasingly high success rates for more recent material. A further 30% of monograph requests and 15% of serial requests are satisfied from back‐up libraries (including the legal deposit libraries) and other sources.
The Canadian federal department of Human Resources Development Canada required a Facilities Planning Guide to support the re‐engineered national Income Security Program. The…
Abstract
The Canadian federal department of Human Resources Development Canada required a Facilities Planning Guide to support the re‐engineered national Income Security Program. The challenge was to produce a guide to address a widely varied audience in regions across Canada, to satisfy a range of stakeholders ‐ and to do it in 60 days in two languages.
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Ronald J. Burke, Jim Graham and Frank Smith
This paper seeks to examine the correlations between measures of employee satisfaction and customer satisfaction before and after a major process reengineering initiative.
Abstract
Purpose
This paper seeks to examine the correlations between measures of employee satisfaction and customer satisfaction before and after a major process reengineering initiative.
Design/methodology/approach
Data were collected in 130 branches of a large financial services organization using employee and customer surveys.
Findings
Scores on some employee satisfaction factors were predictive of customer satisfaction at both time periods. Other employee satisfaction factors were found to have a stronger relationship with customer satisfaction in one period but not both.
Research limitations/implications
This study needs to be replicated to determine the generalizability of the findings.
Practical implications
Work demands which probably increased due to the reengineering initiative were predictive of customer satisfaction following the reengineering effort.
Originality/value
Organizations need to consider the effects of organizational changes in their efforts to provide high quality customer service.
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Arend W. D. Vos has been appointed general manager of European operations for PPG Industries' Coatings and Resins Division.