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Customer’s social cognition in service recovery satisfaction with human vs robot agent

Lajante, Mathieu; Dohm, Nina Carolin - In: International Journal of Quality and Service Sciences 16 (2024) 4, pp. 498-518

Purpose Service failures evoke negative customer emotions, which human agents respond to through emotional labor. In turn, customers empathize with the human agent, providing a satisfying service recovery experience. However, robot agents could replace human agents and replicate emotional labor...

Persistent link: https://www.econbiz.de/10015347180

The suppression of negative emotions in elder care

Gillespie, Jennifer Z.; Barger, Patricia B.; Yugo, … - In: Journal of Managerial Psychology 26 (2011) 7, pp. 566-583

Purpose – The purpose of this paper is to describe two studies that investigate the suppression of negative emotions in the context of elder care, including the emotional job demands that may, together with display rules, elicit negative suppression (Study 1) and the association between...

Persistent link: https://www.econbiz.de/10014888196

Using Caliper to predict performance of salespeople

Kangis, Peter; Lago, Howard - In: International Journal of Manpower 18 (1997) 7, pp. 565-575

Reports that concern with selection of high‐performing salespeople has a long pedigree, but the results of research … have not been encouraging. Test one composite instrument, the Caliper Profile, on a sample of 90 salespeople employed by a … predictions. There was, however, little relationship between the salespeople quantified performance against agreed sales targets …

Persistent link: https://www.econbiz.de/10014783720

Work and life: can employee representation influence balance?

Hyman, Jeff; Summers, Juliette - In: Employee Relations 29 (2007) 4, pp. 367-384

Purpose – The purpose of this article is to assess the influence of different forms of organisational representation on the provision of work‐life balance employment policies. Design/methodology/approach – The article uses on‐site semi‐structured interviews with employees, HR and line...

Persistent link: https://www.econbiz.de/10014731137

A consideration of the impact of the Companies and Allied Matters Act (1990) and the Insurance Act (2003) on the board of insurance companies in Nigeria. Part 1

Ogbuozobe, Fidelis - In: International Journal of Law and Management 51 (2009) 5, pp. 336-358

governance in the financial services industry in Nigeria. Design/methodology/approach – The paper reflects upon the … identification of current problems and official legislative responses in Nigeria and tests the policy and theory against actual … observed in such a relatively big company as Cadbury Nigeria, such research as this, on the issue of compliance or otherwise …

Persistent link: https://www.econbiz.de/10014781571

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

Die Bewertung der Arbeitszufriedenheit : Eine standardisierte Methode zur Befragung behinderter und nicht-behinderter Beschäftigter

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

Perceived influence of work relationship, work load and physical work environment on job satisfaction of librarians in South-West, Nigeria

Anasi, Stella Ngozi - In: Global Knowledge, Memory and Communication 69 (2020) 6/7, pp. 377-398

and physical work environment on the job satisfaction of librarians in South-West, Nigeria. Design … librarians in public universities in Nigeria. Librarians should be assigned tasks that are moderately demanding because both … of workplace relationship, work load and work environment on the job satisfaction of librarians in Nigeria. Thus, the …

Persistent link: https://www.econbiz.de/10014744087

The impact of ethical climate on job satisfaction, and commitment in Nigeria : Implications for management development

Okpara, John O.; Wynn, Pamela - In: Journal of Management Development 27 (2008) 9, pp. 935-950

commitment in Nigeria, and to discover the extent to which unethical practices among managers have impacted upon managerial … practices in Nigeria. Design/methodology/approach – The study followed a descriptive research design using survey methods with … statistical treatment. Using the business directory of companies in Nigeria, a sample of 409 managers was drawn using a systematic …

Persistent link: https://www.econbiz.de/10014882598

Emotionsarbeit im interkulturellen Kontext

Harms, Kirsten - In: Zeitschrift für Tourismuswissenschaft 4 (2012) 2, pp. 197-208

Zusammenfassung Der Wettkampf auf dem touristischen Markt wird immer härter, sodass Mitarbeiter und besonders deren soft skills zum entscheidenden Faktor für die Gästezufriedenheit werden. Was verlangt dieser Anspruch von den Mitarbeitern, wie gehen diese mit den Anforderungen um und was...

Persistent link: https://www.econbiz.de/10014624309