Today, the linkage between employee satisfaction and customer satisfaction, productivity, and performance is undeniable, based on numerous studies that support the correlation. As a result, companies have a rare opportunity to gain competitive leverage and differentiation by harnessing their...

In order measure the competitiveness of a local Health Service organisation it is necessary to analyse not only internal performance levels but also the perceived quality of the services provided and the level of customer satisfaction attained; this is directly linked to the management aspects of...

Market orientation is a business perspective that makes the customer the focal point of a company’s total operation. Market-oriented firms seek to understand customers’ expressed and latent needs and develop superior solutions for those needs. It is an organizational culture that...

This paper is focused on hotel customers' internal and external satisfaction. Some previous studies had only focused on the customers' external satisfaction and only a few studies had managed to link between the two variables. The study also looked into factors which may act as internal...

The ability to demonstrate the impact of marketing action on firm financial performance is crucial for evaluating, justifying, and optimizing the expenditure of a firm's marketing resources. This presents itself as a formidable task when one considers both the variety and potential influence of...

Public administration significantly changes during last years. One of main reforms is switch from administration to management, based also on implementation of private management tools in the public sector. The impact and outcomes of such approaches are not only positive, especially in specific...

In today’s ever changing competitive environment, business cannot survive unless they satisfy their customers. The delivery of after sales service by a company is critical in satisfying customer needs and perceptions. In order to have quality after sales service a proper delivery system has to...

In the recent decade, the global tourism industry is showing trends of increasing visitor arrivals in the developing countries. On one hand, this implies that more tourist dollar is coming into small island developing states; on the other hand, it means that there will be more need for...

Modern management process may be viewed as one constant series of decision making and creation of conditions for effective decision realization. In the process of organizing it is important to verify the organization effectiveness and implement corrections in order to maintain or increase this...

Most managers, when confronted with a difficult strategic decision, would like to know what is the prevailing practice in their industry. Prevailing practice interests managers, in part, because it may indicate which decisions are good, even "best." The rationale is "Darwinian economics," which...