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Article
Publication date: 1 April 2002

Ron Zemke

Describes the main findings deduced from data held relating to over 70,000 cases in an employee and manager inventory and associated database, which focuses on employee and…

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Abstract

Describes the main findings deduced from data held relating to over 70,000 cases in an employee and manager inventory and associated database, which focuses on employee and manager job satisfaction issues and employee and manager perceptions of how well an organization is doing at serving and satisfying customers. Concludes that a good business model is critical, as is having the right resources, but that ultimately the human resource becomes the powerful make or break factor. Provides several examples of well‐known companies’ practices which demonstrate the findings.

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Managing Service Quality: An International Journal, vol. 12 no. 2
Type: Research Article
ISSN: 0960-4529

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Article
Publication date: 1 February 1989

Beth S. Woodard

Reference librarians in various library settings are often assigned responsibilities for training students, support staff, or other new professionals, a task for which they rarely…

182

Abstract

Reference librarians in various library settings are often assigned responsibilities for training students, support staff, or other new professionals, a task for which they rarely have sufficient professional education. This bibliography recommends readings on topics that will assist reference librarians in understanding the philosophy of staff development. The readings listed here cover subjects such as: establishing an atmosphere that facilitates learning, assessing training needs, describing competent performance, writing clear and specific objectives, selecting appropriate training methods, maintaining skills and providing feedback, and evaluating the effectiveness of a training program.

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Reference Services Review, vol. 17 no. 2
Type: Research Article
ISSN: 0090-7324

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Article
Publication date: 1 February 2002

Any successful organization must have managers who return three times their value. The often‐quoted statistic is used by Hale and Margerison in their case study on GuinnessUDV…

340

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Any successful organization must have managers who return three times their value. The often‐quoted statistic is used by Hale and Margerison in their case study on GuinnessUDV, part of consumer goods giant Diageo. In an ever‐more competitive and global marketplace, companies must get the very best out of their most talented individuals. This will not happen by osmosis, and it isn’t an issue that can be left to chance. Action Learning aims to combine the best of both worlds in theory and practice, with workshop experience sitting alongside field experience. They are corporate leadership buzzwords and the USA even has university business school degree programs based on action learning.

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Training Strategies for Tomorrow, vol. 16 no. 1
Type: Research Article
ISSN: 1369-7234

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Article
Publication date: 1 January 1992

Chip Bell

Offers a personal commentary considering the real essence of goodservice. Argues that at the heart of service distinction is humaninteraction and personalization. Considers a…

133

Abstract

Offers a personal commentary considering the real essence of good service. Argues that at the heart of service distinction is human interaction and personalization. Considers a range of examples from personal life experience. Recommends that in order to “invent” legendary service, companies must work particularly at ensuring that the customer leaves with positive memories after finishing dealing with the business.

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Journal of Services Marketing, vol. 6 no. 1
Type: Research Article
ISSN: 0887-6045

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Article
Publication date: 1 February 2005

Ying Wang and Brian H. Kleiner

The major forms of employee dishonesty include: top management fraud, worker’s compensation fraud, and employee’s lying and theft. This article will focus on discussing these…

2101

Abstract

The major forms of employee dishonesty include: top management fraud, worker’s compensation fraud, and employee’s lying and theft. This article will focus on discussing these different types of dishonest behaviours, their underlying dynamics, possible solutions and preventive measures. Moreover, some typical cases in the United States like World Com fraud, workers’ compensation fraud, and some lying and stealing behaviours will be discussed. Finally, this article may help understand the importance for top management to be an ethical role model, and the importance of creating an honest and satisfactory working environment.

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Management Research News, vol. 28 no. 2/3
Type: Research Article
ISSN: 0140-9174

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Article
Publication date: 1 July 2005

Paul Gemmel

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International Journal of Service Industry Management, vol. 16 no. 3
Type: Research Article
ISSN: 0956-4233

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Article
Publication date: 1 March 1994

Rachid Zeffane and Geoffrey Mayo

In recent years, organisations around the world have been seriously affected by a range of economic, political and social upheavals that have gathered momentum in most parts of…

184

Abstract

In recent years, organisations around the world have been seriously affected by a range of economic, political and social upheavals that have gathered momentum in most parts of the globe. The viability of the conventional (pyramidal) organisational structures is being challenged in conjunction with major shifts in the roles of mid and top managers. In many countries, the pace of the above socio‐economic events and uncertainties is happening at an unprecedented pace. Some markets are showing signs of potential gigantic expansions while others (historically prosperous) are on the verge of complete collapse (Dent, 1991). In responding to the socio‐economic challenges of the nineties, organisations (across the board) have resorted to dismantling the conventional pyramidal structure and adopting so‐called “leaner” structures (see Zeffane, 1992). The most common struggle has been to maintain market share in an economic environment increasingly characterised by excess labour supply (Bamber, 1990; Green & Macdonald, 1991). As organisations shifted their strategies from “mass production” to “post‐fordism” (see, for example Kern and Schumann, 1987), there has been a significant tendency to emphasise flexibility of both capital and labour in order to cater for the niche markets which are claimed to be rapidly emerging, world‐wide. This has resulted in massive organisational restructuring world‐wide.

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International Journal of Sociology and Social Policy, vol. 14 no. 3/4/5
Type: Research Article
ISSN: 0144-333X

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Publication date: 1 January 2003

Nancy M. Bandy

Rapid changes in the facilities management environment combined with the rising expectations of users has made effective customer service one of the most important factors…

1866

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Rapid changes in the facilities management environment combined with the rising expectations of users has made effective customer service one of the most important factors contributing to success in today’s efficient facilities management operations. To create an effective customer service programme, it is necessary to analyse needs and set appropriate standards that consider the total requirements and unique resource structure of the service providers in the facility environment. By taking advantage of the latest industry research and proven methods for establishing service standards, the facility manager can design and implement customer service programmes that contribute dramatically to customer satisfaction and the overall performance of the facilities management operation.

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Journal of Facilities Management, vol. 1 no. 4
Type: Research Article
ISSN: 1472-5967

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Article
Publication date: 1 February 1988

Richard T. Garfein

Customer service is on many people's minds these days. There is more than just a growing sense that service in America leaves much to be desired and, in fact, has gotten worse…

381

Abstract

Customer service is on many people's minds these days. There is more than just a growing sense that service in America leaves much to be desired and, in fact, has gotten worse over the past several years.

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Journal of Services Marketing, vol. 2 no. 2
Type: Research Article
ISSN: 0887-6045

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Article
Publication date: 1 May 1992

R. Christopher Taylor

Today, business competition is like a duck shoot at twilight; you can barely see the target, which keeps moving and changing its profile, and you lose if you fail to hit it. Be…

27

Abstract

Today, business competition is like a duck shoot at twilight; you can barely see the target, which keeps moving and changing its profile, and you lose if you fail to hit it. Be assured then, that if about a thousand corporate executives take time out from negotiating the hazards of a recessionary economy to attend a conference, they expect results and value for their money no less than if they made a similar investment in consultancy advice. Still more so, for the significant number who travel halfway around the world to hear speakers address them in a tongue other than their own.

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Planning Review, vol. 20 no. 5
Type: Research Article
ISSN: 0094-064X

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