... orientation Gender Employee attitudes Service industries Some service industries have been dominated by either male or female frontline service staff. For example, flight attendants remain predominantly female, a legacy from the 1930s when nurses replaced young boys in that position. Women were...

... Employee involvement Job satisfaction China Customer services quality Service industries Employee attitudes High quality of frontline employees is integral to the excellence of firms because the service provided by such employees reflects the image of the organization and affects customer...

... theory (Kahn et al., 1964), these role demands and performance expectations are termed “role stressors”. Employee attitudes Customer services quality Employee behaviour Role ambiguity Role conflict Norway It is generally accepted in many industries that customer satisfaction...

... setting” in relation to employee satisfaction and the intention to leave the organisation. © MCB UP Limited 2002 Employee attitudes Human resource management Total quality management Some theoretical constructs, that have been identified in the first step (“appraisal”, “teamwork...

... evaluations of performance and their direct stimulation of service related behaviours were all found to be positively related to service outcomes. The results as well as the practical implications of these findings are discussed. © MCB UP Limited 2002 Service quality Leadership Employee attitudes...

...Hannah Koo; L.C. Koo; Fredrick K.C. Tao Employee attitude has often been neglected in most quality endeavors. Both consultants and management hurry to get the project done and omit to measure and manage the soft aspects of the event. The task‐orientation approach should be augmented by the people...

...Gavin Eccles; Philip Durand Considers the benefit for service companies of measuring both customer satisfaction and employee attitude, as a means of first determining guest perceptions of the service offered, and then to consider the internal environment of business operations. Draws conclusions...

.... The computer software as supplied could not produce this matrix, and its built‐in reports did not provide the dealership general manager with the information required. Barriers Computer software Employee attitudes Implementation Motor industry Quality systems This paper assesses the results...

... of consumer goods. © MCB UP Limited 1995 Corporate culture Employee attitudes financial services Manufacturing industry TQM The movement towards TQM is associated with new thinking about competitiveness, relationships with customers and suppliers and interaction between managers...

... can be learned by all companies setting out on this journey. A key lies in the apparent willingness of staff to accept the benefits of TQM and other quality related concepts in principle – but remain deeply sceptical about the methods commonly used to implement them. Employee attitudes...

...M. Williams Briefly examines the success of Trailfinders travel consultancy, much of it attributed to repeat of referred business. Argues that the company′s secret for success lies in the quality of customer service it CUSTOMER SERVICE EMPLOYEE ATTITUDES TQM TRAVEL AGENTS Just the ticket...

...). MANAGING SERVICE QUALITY September 1992 319 © MCB UP Limited 1992 EMPLOYEE ATTITUDES CUSTOMER CARE MANAGEMENT STYLES ...

... techniques of setting performance standards. © MCB UP Limited 1992 CORPORATE CULTURE TQM EMPLOYEE ATTITUDES MANAGEMENT OF PEOPLE Managing performance PHILIP ATKINSON On average, 10-25% of all employees are poor performers. What makes matters worse is that managers do not take action...

...M. Hirst Presents the findings of research carried out by Hilton International into its customers′ and employees′ attitudes and expectations; describes the company′s subsequent actions. Looks at how employee empowerment and the creation of ′The Hilton Promise′ have lead to significant improvements...

... education. © MCB UP Limited 1991 EMPLOYEE ATTITUDES CORPORATE CULTURE QUALITY IMPROVEMENT Attitudes and behaviour JOHN SEDDON For quality improvement to have a lasting effect in an organisation, employees need to learn how to adapt themselves to the culture change and understand why...

... EMPLOYEE ATTITUDES HOSPITALS QUALITY IMPROVEMENT USA ...

... 1006). MANAGING SERVICE QUALITY January 1991 81 © MCB UP Limited 1991 EMPLOYEE ATTITUDES MOTIVATION TQM WORK PSYCHOLOGY ...