This chapter draws on the results of a 3-year EU funded project designed to development guidelines for collecting harmonized data on organisational change and its economic and social impacts. Following a general introduction focusing on the importance of organisational practices and process of...

The purpose of the present paper is to examine the relationship between the use of information and communication technologies (ICT) and student performance in higher education. So far, economic research has failed to provide a clear consensus on the effect of ICT investments on student's...

The aim of this chapter is to examine whether company level changes affect differentially the quality of working life according to employees' age. We use data from a French linked employer-employee survey. The quality of working life is captured through three dimensions: the feeling of fair work...

The aim of this paper is twofold : to highlight the relationship between the types of change affecting organisations and modes of job separation (economic redundancy, dismissal on personal grounds or resignation), and to cast light on the process that leads to job separation. It relies upon both...

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...

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...

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,...

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...

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,...

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...