... 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...

... 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 perceptions of service quality. Solnet...

... conceptual model of a relatively unexplored area of services management. © Emerald Group Publishing Limited 2008 Employee attitudes Customer services quality Employee behaviour Role ambiguity Role conflict Norway It is generally accepted in many industries that customer satisfaction...

... cent of the employees work full time. © MCB UP Limited 2002 Service quality Leadership Employee attitudes Supervisors Many firms operate in highly competitive, mature markets. Such firms nowadays often view high quality of service as a strategic imperative (Schneider, 1990...

.... This analysis gives new insight in relation to concepts such as “co‐operation”, “information”, “leadership”, “salary”, “work conditions”, and “goal setting” in relation to employee satisfaction and the intention to leave the organisation. Employee attitudes Human resource management Total quality...

...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...

... discussions with staff about the issues faced. Barriers Computer software Employee attitudes Implementation Motor industry Quality systems This paper assesses the results of research conducted into problems experienced at the Cowie Group with implementing a quality management system, and how...

... targeted at management. Financial service companies appear to be confronting a change‐resistant culture by focusing on management behaviour and using quality celebrations to build enthusiasm. © MCB UP Limited 1995 Corporate culture Employee attitudes financial services Manufacturing...

... per cent agreed, 7 per cent disagreed. The quality of my work affects the quality of the final product or service? 98 per cent agreed. Employee attitudes Information industry TQM Companies worldwide are investing vast sums as they aim themselves along the yellow brick road towards...

...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 © MCB UP Limited 1993 CUSTOMER SERVICE EMPLOYEE ATTITUDES TQM...

... of top management example. EMPLOYEE ATTITUDES CUSTOMER CARE MANAGEMENT STYLES Viewpoint Behind the façade DAVID CLUTTERBUCK O ne of the great myths of quality management is that people really want to behave in a cus­ tomer responsive manner; they are simply prevented from doing so by a mixture...

... 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...

... Park Memorial Hospital. For more information on the quality improvementprocess there, Mr Wisler can be contacted at Winter Park Memorial Hospital, 200 N. Lakemont Avenue, Winter Park, Florida327923273, US (Tel: (407) 646-7000). MANAGING SERVICE QUALITY January 1991 107 EMPLOYEE ATTITUDES HOSPITALS...

..., and that the human side of TQM is at least as important as the technical side. © MCB UP Limited 1991 EMPLOYEE ATTITUDES MOTIVATION TQM WORK PSYCHOLOGY The psychology of TQM -PHILIP ULLAH- Implementing Total Quality Management is more a matter of changing people than changing technologies...