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Employee evaluations of service quality at banks and credit unions
Allred, Anthony T. - In: International Journal of Bank Marketing 19 (2001) 4, pp. 179-185
Service quality in the USA has become a frustrating and unsatisfying experience. Recent indicators suggest customer satisfaction with service has been steadily declining. The financial services sector is no exception. Existing research indicates credit union customers are more satisfied with...
Persistent link: https://www.econbiz.de/10014759748
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Arbeitszufriedenheit von Personen mit Migrationshintergrund - Eine Analyse auf Basis des Sozio-oekonomischen Panels (SOEP) / Job satisfaction of migrants - An analysis based on the...
Derfler, Peter; Bešić, Almina - In: Arbeit 22 (2013) 2, pp. 134-149
Abstract In diesem Beitrag untersuchen wir Unterschiede zwischen der Arbeitszufriedenheit von Migrant/innen und Nicht … Arbeitsplalzmerkmale von Migrant/innen im Vergleich zu Nicht-Migrant/innen wird eine geringere Arbeitszufriedenheit von Migrant …/innen angenommen. Wir untersuchen die Auswirkungen von unterschiedlichen Faktoren auf die Arbeitszufriedenheit dieser Personengruppen …
Persistent link: https://www.econbiz.de/10014586416
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Die Bewertung der Arbeitszufriedenheit
Pfaff, Simon; Kuhn, Marc - In: Arbeit 25 (2016) 1-2, pp. 57-79
Zusammenfassung Eine hohe Arbeitszufriedenheit hat – unabhängig vom Grad der Behinderung – nicht nur einen positiven … verfügbaren Messinstrumenten einen Vorschlag zur Messung der allgemeinen Arbeitszufrie-denheit. Auf der Grundlage einer Befragung …
Persistent link: https://www.econbiz.de/10014586496
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Kundenzufriedenheit, Dienstleistungsqualität und die Bedeutung einzelner Leistungsparameter: Das Beispiel des Lindner Congress Hotels Cottbus
Eckert, Marit; Brusch, Michael; Kölling, Christian - In: Zeitschrift für Tourismuswissenschaft 3 (2011) 1, pp. 81-88
Zusammenfassung In diesem Beitrag wird die Kundenzufriedenheit und die Dienstleistungsqualität zur Beurteilung des …
Persistent link: https://www.econbiz.de/10014624255
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Development and initial validation of a hospitality employees’ job satisfaction index
McPhail, Ruth; Patiar, Anoop; Herington, Carmel; Creed, … - In: International Journal of Contemporary Hospitality Management 27 (2015) 8, pp. 1814-1838
Purpose – The purpose of this study was to develop and validate a self-reporting tool: the hospitality employee’ satisfaction index. Design/methodology/approach – The 15-item instrument presented in this study was developed through an examination of the extant literature and seven focus...
Persistent link: https://www.econbiz.de/10014763945
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Test of a service profit chain model in the Greek banking sector
Dimitriades, Zoe S.; Papalexandris, Nancy - In: EuroMed Journal of Business 6 (2011) 2, pp. 142-154
Purpose – This exploratory research seeks to examine the relationship between employee commitment and financial performance in the Greek retail banking sector. Design/methodology/approach – A total of 331 questionnaires were completed by bank employees. Data were analyzed via confirmatory...
Persistent link: https://www.econbiz.de/10014729681
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Employees' affective commitment to change
Shum, Philip; Bove, Liliana; Auh, Seigyoung - In: European Journal of Marketing 42 (2008) 11/12, pp. 1346-1371
Purpose – Although organizational change is inevitable with customer relationship management (CRM) implementation, very little is known about how this change affect employees, and how their actions in turn influence the success of CRM projects. The purpose of this study is to address this void...
Persistent link: https://www.econbiz.de/10014722533
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Explaining why employee‐customer orientation influences customers' perceptions of the service encounter
Gazzoli, Gabriel; Hancer, Murat; Kim, BeomCheol (Peter) - In: Journal of Service Management 24 (2013) 4, pp. 382-400
Purpose – The purpose of this paper is to examine why employee‐level customer orientation (CO) influences the customer experience in a service setting. Design/methodology/approach – Given the dyadic nature of the study, a two‐way sample design was used which integrated employee responses...
Persistent link: https://www.econbiz.de/10014894753
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Using the HR intranet
Alleyne, Cheryl; Kakabadse, Andrew; Kakabadse, Nada - In: Personnel Review 36 (2007) 2, pp. 295-310
Purpose – The purpose of this paper is to explore the impact of the use of the human resources (HR) intranet at managerial levels in terms of internal customer satisfaction with the HR function. Design/methodology/approach – Using role theory to underpin the research, this study examines...
Persistent link: https://www.econbiz.de/10014973992
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Increasing Job Satisfaction of Service Personnel
Rogers, Jerry D.; Clow, Kenneth E.; Kash, Toby J. - In: Journal of Services Marketing 8 (1994) 1, pp. 14-26
As customer satisfaction is gaining the highest priority among the interest of corporate America′s constituent groups and the economy becomes service‐oriented, more jobs than ever before require customer contacts. Investigates the relationship between employee satisfaction, job tension, role...
Persistent link: https://www.econbiz.de/10014905512