We examine the causal effect of air pollution on an individual's propensity for entrepreneurship in China. Our preferred model, which employs an instrumental variable approach to address endogeneity arising from sorting into entrepreneurship and locational choices, suggests that exposure to...

Asset-poor rural households increase their incomes primarily through the transfer of labour into activities which yield higher returns. This paper examines the determinants of job status among members of rural households in China's transitional economy. The objective is to gain a better...

Performance management has become an essential skill for many managers as customers become more demanding and costs are squeezed tightly. Explores the benefits of good performance management in creating better service to the customer. Describes the key elements of defining key results areas and...

Cover -- Half Title -- Title Page -- Copyright Page -- Contents -- List of Figures -- Introduction -- Acknowledgements -- 1 The Business Case for Measurement -- Return on investment in customer service -- Measurement and service strategy -- What to measure -- Timing your measurement -- Assess...

Explores the role of reward and recognition schemes in motivating groups and individuals to keep their energies focused on the customer. Examines the practical steps necessary to introduce and maintain successful initiatives, both financial and non‐financial. These steps involve taking time to...

Draws on the experience of the authors of developing teamwork to strengthen the quality of customer service. Argues that managers who care about their customers cannot leave teamwork to chance. Managers eed to recognize the signs of team effectiveness and early indications of problems and what...

Suggests that the way performance reviews are carried out is changing. A “case law” of European experiences of 360° feedback is building up and the authors share this with a wider audience to help the reader decide the relevance for their organisation to improve team performance. The...