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Customer Orientation of Bank Employees and Culture
Kelley, Scott W. - In: International Journal of Bank Marketing 8 (1990) 6, pp. 25-29
The competitive nature of the financial services market has placed increased importance on the satisfaction of customer needs. This study considers the customer orientation of the customer contact personnel in four banks. Specifically, the relationships between employee motivation, satisfaction,...
Persistent link: https://www.econbiz.de/10014760101
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American Express achieves pride, performance and a sense of purpose
In: Management Development Review 10 (1997) 5, pp. 191-192
There is nothing particularly original about a company making customer satisfaction the centre of its culture. But American Express differs from most others in having an effective system to make sure that everyone buys into the cultural focus.
Persistent link: https://www.econbiz.de/10014936856
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Live-in and Burn-out?
Becker, Karina - In: Arbeit 25 (2016) 1-2, pp. 21-45
Zusammenfassung Aktuell ist zu beobachten, dass deutsche Familien für die Verrichtung häuslicher Pflegearbeit zunehmend auf Pflegekräfte aus Osteuropa zurückgreifen. Aufgrund der schwachen Regulierung und des Charakters der Arbeit sind die Pflegekräfte darauf verwiesen, ihre Arbeits- und...
Persistent link: https://www.econbiz.de/10014586494
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America's Cup 2007: sailing, glitter and power
Lassalle, Frederic - In: Sport, Business and Management: An International Journal 4 (2014) 1, pp. 38-51
Purpose – The purpose of this paper is to present a tool with which to understand the power existing in relations … between sports organisations. This research proposes a tool will draw from the work of Machiavel (1513/2000), Galbraith (1985 …) and Baechler (1978). This tool is composed by three dimensions which guarantee the possessor an absolute power, so …
Persistent link: https://www.econbiz.de/10015007055
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Rhetoric and action: when a literary drama tells the organization’s story
Monin, Nanette; Monin, D. John - In: Journal of Organizational Change Management 10 (1997) 1, pp. 47-60
Recognizes the link between rhetoric and organizational outcomes in organizational theory. Suggests that it is a link which could also be developed in organizational change management; and that selected literary texts could provide a valid learning resource for exploring the role of root...
Persistent link: https://www.econbiz.de/10014891532
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Power and strategic change in a multinational industrial corporation
Kerttula, Kari; Takala, Tuomo - In: Leadership & Organization Development Journal 33 (2012) 3, pp. 233-254
Purpose – The aim of the study was to analyze the use of power in a strategic change process within a large forest … important element in the use of power. It started in conjunction with the appointment of the new management group and continued … use of power was observed from the perspective of the management group. The researcher had a dual role; he served both as …
Persistent link: https://www.econbiz.de/10014923350
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Influence of Political Action on Innovation: Part I
Frost, Peter J.; Egri, Carolyn P. - In: Leadership & Organization Development Journal 11 (1990) 1, pp. 17-25
an organisational power and politics perspective, several published accounts of product and administrative innovation are … structural level of power relationships in all areas of activity – individual, group, organisational and societal. The viability …
Persistent link: https://www.econbiz.de/10014923425
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Influence of Political Action on Innovation: Part II
Frost, Peter J.; Egri, Carolyn P. - In: Leadership & Organization Development Journal 11 (1990) 2, pp. 4-12
an organisational power and politics perspective, several published accounts of product and administrative innovation are … structural level of power relationships in all areas of activity – individual, group, organisational and societal. The viability …
Persistent link: https://www.econbiz.de/10014923426
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Organisational culture and quality improvement
Maull, R.; Brown, P.; Cliffe, R. - In: International Journal of Operations & Production Management 21 (2001) 3, pp. 302-326
This article has two main sections. The first section presents the theoretical underpinnings for the development of a cultural analysis model that companies should undertake prior to embarking on a TQM programme. The PCOC model (Personal, Customer orientation, Organisational and Cultural issues)...
Persistent link: https://www.econbiz.de/10014789495
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Financial change: who is benefiting?
Neagle, Jeff - In: Balance Sheet 9 (2001) 4, pp. 40-42
The field of financial services is one of the fastest changing sectors of the economy. The author argues that this and the changing motivation of people working in the financial services sector mean that a new approach is required to ensure that change both can be managed and can benefit the...
Persistent link: https://www.econbiz.de/10014689073