...), and a proactive costumer service performance (Rank et al., 2007). © Emerald Group Publishing Limited 2015 Organizational behaviour SEM Personal initiative Organizational justice Affective commitment Established twenty-first century organizations require members that exercise...

...) is used for data analysis (Chin, 1998b). Kah‐Hin Chai can be contacted at: iseckh@nus.edu.sg © Emerald Group Publishing Limited 2012 Singapore Taiwan Financial institutions Organizational behaviour Organizational change New service development Tools and techniques Theory...

..., thereby enhancing both market and financial performance of an organization. © Emerald Group Publishing Limited 2009 Knowledge transfer Competitive advantage Banking Organizational behaviour Generation and dissemination of information India Survival in a highly competitive...

... Quality Organizational behaviour Dr Benjamin Schneider is a distinguished academic and a well‐known author in the field of service quality and organisational climate and culture. He has also consulted with numerous international companies such as the IBM, Prudential, and American Express. Dr Susan...

... response affecting satisfaction and loyalty. Discussion of the results, implications, and limitations of the study are also presented. Organizational behaviour Complaints Customer satisfaction Customer loyalty Cyprus Research has shown that satisfactory atonement leads to an increased level...

... Service quality Professionals Effectiveness Self‐efficiency Organizational behaviour Management theory That one can truly manage other people is by no means adequately proven. But one can always manage oneself (Peter Drucker). As the market demands higher service quality at lower cost...

... suggesting a process by which empowerment programs create customer satisfaction is proposed to provide direction for future research. © MCB UP Limited 1998 Empowerment Organizational behaviour Productivity Quality programmes There is a consensus among researchers (cf. Albrecht, 1988...

... Consumer behaviour Loyalty Organizational behaviour From the customers’ point of view, performances which fall below their expectations are mediocre in nature, and reflect neither what was promised or expected, nor what they paid for. Moreover, excellence is not a state to aim for, but should...

... CUSTOMER SATISFACTION ETHICS ORGANIZATIONAL BEHAVIOUR SERVICE QUALITY TQM VALUES Hear it from the heart JAMES LYNCH which a company extends to its var­ ious constituencies, those being: Consumers. Employees. Shareholders. Suppliers. Local community. Global community. Just...

... to attention process. Looks at statements of mission, inter‐unit relations, structure and systems and procedure. Suggests that intelligent leadership requires action as a result of analysis. © MCB UP Limited 1992 TQM ORGANIZATIONAL BEHAVIOUR LEADERSHIP CONTINUING EDUCATION PROCEDURES...