...Jin Ho Jung; Jaewon Yoo; Yeonsung Jung Purpose The aim of this paper is to test how leader–member exchange (LMX) interacts with procedural justice climate to influence three types of employee motivation (i.e. achievement striving motivation, status striving motivation and communion striving...

...Zizhen Geng; Caifeng Li; Kejia Bi; Haiping Zheng; Xia Yang Purpose The purpose of this paper is to advance our understanding of the roles that service employees’ responses to high job demands play in service innovation, by examining the effects that service employees’ motivational orientation...

... to maintain its lead in the industry. Excerpts from there interviews were broadly organized into four sections. They are: “SIA’s perspective of service excellence and key challenges”; “Understanding customers and anticipating their needs”; “Training and motivating the front line”; and “Managing with an eye...

... resource practices are employed in this relatively new and fast‐growing form of organisation. © MCB UP Limited 2002 Communications industries Information technology Professionalism Motivation Across all business sectors, call centres are being used to fulfil three main business roles...

... in Kyocera Company, Japan, is well known. Kazuo Inamori, the honorary chairman of board of the company (2001), hit upon an idea of returning to the commencement of the enterprise with all employees acting as the managers. This type of management proved to be most effective in motivating people to display...

...John Tschohl Successful people are self‐motivated people. If you want to be successful, you must enjoy what you do and empower yourself to do it exceptionally well. Your work, and your life, is what you make it. Successful people share many characteristics. They are constantly learning how to do...

... years. Most organisations in the sample had changed their staffing levels over the past three years (see Table I). © MCB UP Limited 1998 Loyalty Management attitudes Motivation Trust Who would have believed ten years ago that it would be possible to purchase insurance products...

... to the criteria established by Peters and Waterman. Second, management‐employee relations, organizational training and strong leadership are identified as the sources of employee motivation. Third, loss of strong leadership and organizational structure are discussed as possible future problems influencing...

...) are taken and followed through? What changes result? Frequently, the meetings themselves produce clear improvements in internal customer care. They also enhance internal communication and increase motivation. These gains in themselves will improve customer care. As products improve ‐ and the good ones...

... common practices and some unique ones. Covers recruitment, orientation,customer service strategies, employee programmes, morale and motivation. Concludes that although companies perceive customer service as being vital, most copy Disney’s models, including those of staff motivation and employee morale...

...John Seddon; Richard Davis Provides a framework for understanding the motivational influences on behaviour and discusses a way forward for reward systems that will encourage behaviour consistent with a quality organization. Explores a shift in thinking away from pay being associated with status...

... and motivation. Outlines what exactly is rewarded and how, company‐wide profit share schemes are designed to promote greater acceptance of the profit motive and a climate of co‐operating and working together. Reviews six principles of reward and concludes with the views of the critics. © MCB UP Limited 1992...

...D. Edwards; D. Clutterbuck States that only those quality programmes which concentrate on motivating employees to face and tackle problems stand a significant chance of succeeding. Defines the four main ′tools′ of self‐discipline critical to successful problem‐solving ‐ delaying gratification...

...Philop Ullah Considers that implementing total quality management is more a matter of changing people than changing technologies. Shows how psychology can be used to facilitate the process. Examines attitudes and behaviour, values and motivation. Discusses work redesign and goal setting as methods...