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Keywords: Employee relations
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Journal Articles
Achieving service excellence – measuring the impact of leadership and senior management commitment
Available to Purchase
Managing Service Quality: An International Journal (2000) 10 (5): 307–317.
Published: 01 October 2000
... of issues specific to the achievement of service excellence are addressed. © MCB UP Limited 2000 Service industries Leadership Employee relations Performance measures Business excellence It is a well‐established belief among both academics and business practitioners that effective...
Journal Articles
Celebrating success
Available to Purchase
Managing Service Quality: An International Journal (1992) 2 (6): 329–333.
Published: 01 June 1992
... Rewards RECOGNITION CUSTOMER CARE MANAGEMENT STYLES EMPLOYEE RELATIONS Celebrating success DEREK GRYNA Developing an organisational reward and recognition process for superior customer service can be quite a task. The process, if implemented correctly, can yield undeniable benefits and actually...
Journal Articles
Service with a smile
Available to Purchase
Managing Service Quality: An International Journal (1992) 2 (2): 103–105.
Published: 01 February 1992
... policy towards employees. © MCB UP Limited 1992 RETAIL TRADE DEPARTMENT STORES ORGANIZATIONAL STRUCTURE EMPLOYEE RELATIONS Service with a smile BETTYE WELLS MILLER Family-owned Nordstrom, one of the leading retailers in the US, maintains the philosophy of customer service through its...
