...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...

.... These items were selected on the basis of insights from the literature combined with discussions at a call‐centre conference and the views of call‐centre managers. © MCB UP Limited 2002 Communications industries Information technology Professionalism Motivation Across all business...

... Motivation Participation Quality Displaying leadership is an indispensable condition for successful work achievement. Although it may be clear in our minds that leadership is indispensable, we are likely to be hard put to provide an answer to the question of exactly what leadership means. In our...

...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...

...‐performing and the staff they employ underachieving. It is suggested that the way forward is for companies to manage their relationships more effectively with both groups and to break the vicious cycle of decline. © MCB UP Limited 1998 Loyalty Management attitudes Motivation Trust Who...

... 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...

... internal and external customer views. Only by taking part can they really begin to appreciate the situation. It also helps them to model the behaviours of staff who have a successful track record of customer care. Customer service Employees Empowerment Management Motivation Organizations...

... 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...

... 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...

...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...

...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...