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Examining Employee Satisfaction, Customer Service and Customer Satisfaction in a Retail Banking Organization
Simpson, Eric Phillip - 2006
In the increasingly competitive world of retail banking, organizations are focusing their attention on customer service as a means of increasing customer loyalty and retention. With this goal of increasing customer retention, the link between the attitudes of the service provider (employee...
Persistent link: https://www.econbiz.de/10009475075
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An investigation into the impact of customer service quality on customer satisfaction with particular reference to the carbonated soft drink industry in South Africa
Matanga, Alec - 2010
The main purpose of this study is to ascertain the major service quality variables that determine customer satisfaction for the Carbonated Soft Drink market which is dynamic and is also part of the highly competitive impulse beverage industry in South Africa. Amalgamated Beverages Industry (aka...
Persistent link: https://www.econbiz.de/10009457832
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The role of customer-contact personnel in the marketing of a retail bank's services
Julian, Craig C; Ramaseshan, Balasubramanian - 1994
customer-contact personnel for their contribution, the significance of an official sales training programme, word …
Persistent link: https://www.econbiz.de/10009475228
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Emotional dissonance and customer service: an exploratory study
Julian, Craig C - 2008
In this paper, the broad context for the study of emotional dissonance and its importance to marketing is set out. The relevant literature on emotional dissonance, its antecedents and outcomes are introduced together with the knowledge gap in the literature. The conceptual framework of emotional...
Persistent link: https://www.econbiz.de/10009475222
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Customer support: A cross-industry study of distribution channels and strategies
Goffin, Keith - 1999
Customer support, such as equipment maintenance and repair, is an essentialelement in the successful marketing of a wide range of products, from computersystems to domestic appliances. Consequently, companies need to establish andmaintain appropriate channels for high-quality customer support;...
Persistent link: https://www.econbiz.de/10009463075
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Enhancing the customer experience: contributions from information technology
Dawes, Jillian; Rowley, Jennifer - 1998
Full-text of this article is not available in this e-prints service. This article was originally published [following peer-review] in Management Decision, published by and copyright Emerald Group Publishing Ltd.
Persistent link: https://www.econbiz.de/10009455183
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Training and service quality: a case study analysis of regional Australian restaurants
Cairncross, Grant; Wilde, Simon J; Hutchinson, Lucinda - 2008
The incorporation of training procedures, both formal and informal, within hospitality firms is recognised as a vital … extent, nature and determinants of training in hospitality firms in regional Australia. Restaurants in particular have proven … staff, or are small businesses with five to twenty employees, and have little in the way of training resources and expertise …
Persistent link: https://www.econbiz.de/10009475287
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Three Essays on Empirical Labor Economics
Wichert, Laura - 2010
Persönlichkeit auf die Arbeitszufriedenheit. Das dritte Kapitel beschätigt sich mit Misklassifikation in amtlichen Daten. Am Beispiel …
Persistent link: https://www.econbiz.de/10009471801
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Kompetenz, Persönlichkeit und Berufserfolg in Zeiten organisationalen Wandels
Klimesch, Susanne - 2010
Die vorliegende Studie untersuchte den Zusammenhang zwischen Kompetenz, Persönlichkeit und Berufserfolg. Für die Erfassung der beruflichen Kompetenz wurde ein neu entwickeltes Verfahren, das Inventar zur Erfassung beruflicher Kompetenz "I-BeKo" mit fünf basalen Kompetenzkategorien zur...
Persistent link: https://www.econbiz.de/10009452658
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Zufriedenheit und relatives Einkommen: Eine empirische Analyse von inter- und intrapersonellen Einkommensvergleichen aus ?konomischer Perspektive
Wunder, Christoph - 2009
klar auf einen Einfluss des relativen Einkommens auf die Arbeitszufriedenheit hin, der den Effekt des absoluten Einkommens …
Persistent link: https://www.econbiz.de/10009481012