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Combating Psychological Harassment in the Workplace: Processes for Management intervention

Rocaboy, Gwénaëlle Poilpot -; Winter, Richard - HAL - 2007

This paper focuses on the process whereby an individual at work is singled out and victimised. This phenomenon, named ‘psychological harassment', is defined in terms of four interrelated phases: (1) antecedents interaction, (2) harassment behaviour, (3) responses of the victim and the...

Persistent link: https://www.econbiz.de/10008792605

Attention deficit/hyperactivity disorder at work: Does it impact job performance?

Bozionelos, Nikos; Bozionelos, Giorgos - HAL - 2013

The article focuses on Attention Deficit/Hyperactivity Disorder (ADHD), which affects a substantial proportion of the adult population and it often remains undiagnosed. Because of its symptoms, which include inability to focus and maintain attention, problems in time management and...

Persistent link: https://www.econbiz.de/10010820554

Projects, careers and resistances in hotels

Bosse, Nathalie; Guégnard, Christine - HAL - 2009

The hotel industry rhythms appear as a hindrance to staff loyalty and female careers development. However, two hotel networks of the Accor group, Etap Hotel and Formule 1 stand out from this general pattern with a presence of female managers (38% of managers). This case incites to wonder about...

Persistent link: https://www.econbiz.de/10008791115

Service quality planning for freight distribution with time windows in large networks

Deflorio, Francesco P.; Gonzalez-Feliu, Jesus; Tadei, … - HAL - 2009

This paper introduces a methodology whose aim is to evaluate how the quality of a freight distribution service with time windows, which operates on a given road network to satisfy a number of requests, affects the total cost of the distribution service . The result of a service quality setting,...

Persistent link: https://www.econbiz.de/10010899836

Internal marketing as a new alternative for the service employees' performance: an empirical study

Bellaouaied, Myriam; Gam, Abdelkader - HAL - 2011

The increasing importance of relational marketing in the service sector as underlined by several authors and particularly by Berry (1983) culminates in a new marketing orientation toward internal marketing, even suggesting a significant impact of the latter on service quality perception. Several...

Persistent link: https://www.econbiz.de/10011025838

Front-line Employee versus Customer Perceptions of Quality Attributes

Julien, Anne; Tsoni, Christina - HAL - 2013

In order to improve the quality of service co-production, both academics and managers have pointed out the pivotal role of front-line employees (FLEs) in improving the service experience. Few studies, however, have simultaneously examined the quality perceptions of each group. Do FLEs perceive...

Persistent link: https://www.econbiz.de/10011026035

RELATIONSHIP MARKETING OF SERVICES: AN ANALYSIS OF SERVICE QUALITY AND SERVICE ENCOUNTERS THROUGH RELATIONAL NORMS -A DYADIC APPROACH BETWEEN BANK ACCOUNT MANAGERS AND SMES -

Prim-Allaz, Isabelle - HAL - 1999

The combined pressures of desintermediation, deregulation, and industrial restructuring have helped to redefine the nature and importance of bank-client relationships (Schell, 1996). Directors or treasurers of companies often recognize that their relationship is with the bank account manager,...

Persistent link: https://www.econbiz.de/10008790421

The quality process as a management tool for public transport operators. The example of the EFQM Model through the franchise bidding process in the United Kingdom

Piraux, Jérémy - HAL - 2008

The quality process is a fashionable concept in public transport. Operators try to improve service quality and customer satisfaction, while public authorities impose the implementation of new quality processes in franchise contracts. EFQM differs from other quality models because of its global...

Persistent link: https://www.econbiz.de/10008792823

Strategic Interactions in Environmental Regulation Enforcement: Evidence from Chinese Provinces

Renard, Mary-Françoise; Xiong, Hang - HAL - 2012

towards China's decentralization of environment policy implementation as well as its fiscal arrangements. …

Persistent link: https://www.econbiz.de/10009651572

Determinants of FDI into China and Vietnam: A comparative study

Pham, Thi-Hong-Hanh - HAL - 2012

Since the inception of economic reforms, China in 1978 and Vietnam in 1986, both countries have become successful … between China and Vietnam?" through a comparative study of the FDI determinants. In other words, this paper revisits the … determinants of FDI into China and Vietnam by employing an augmented gravity model and using a panel dataset containing information …

Persistent link: https://www.econbiz.de/10009651580

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