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Service, Satisfaction and Climate

Author : John Walker

Publisher : BRILL

Page : 282 pages

File Size : 13,9 MB

Release : 2010

Category : Business & Economics

ISBN : 1849509964

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Book Description

Service, Satisfaction and Climate: Perspectives on Management in English Language Teaching presents the results of research carried out in New Zealand to demonstrate the ways ELT can be conceptualized in terms of service and climate. Although ESL is a major worldwide service industry employing large numbers of professionals and serving millions of clients, it is an under-researched field and one that is under-represented in the management/business literature. This omission is particularly noticeable, given that ELT has its own particular themes, problems, and issues. For instance, ELT is an educational service, yet exists within a commercial context. Its clients are from different cultural and linguistic backgrounds. In many ELT contexts, the cultural and linguistic backgrounds of the service providers are different from those of the clients. Thus, the service provision has a strong cross-cultural dimension. Yet the ELT sector is largely missing from the educational and the management literature. This book seeks to fill the gap through discussion of ELT as a service, issues surrounding ELT teachers as service providers, the work of ELT managers, client expectations and perceptions of ELT service, comparison of staff estimates and client ratings of service quality, and considerations of service milieu and climate in ELT centers.



Customer Satisfaction

Author : Craig Cochran

Publisher : Paton Professional

Page : 121 pages

File Size : 11,47 MB

Release : 2003

Category : Business & Economics

ISBN : 0971323143

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Book Description

Customer satisfaction is the single most important issue affecting organizational survival. Despite this fact, most companies have no clue what their customers really think. They operate in a state of ignorant bliss, believing that if their customers were anything less than 100-percent satisfied they'd hear about it. Then they are shocked when their customer base erodes and their existence is threatened. The key to competitive advantage is proactively gauging customer perceptions and aggressively acting on the findings. The techniques for doing this don't have to be difficult, they just have to be timely and effective. This book explores a range of practical techniques for probing your customers' true level of satisfaction. Tools and specific instructions for use are described in detail, enabling the organization to get started immediately. The tools range from very basic to highly sophisticated, providing a path for organizations to follow as they progressively become more familiar with the unique drivers of customer satisfaction. This is the perfect reference for organizations that want to continually improve and outpace their competition. Contents What is Customer Satisfaction? Call Reports Field Reports Comment Cards Complaint Systems Quantitative Customer Surveys In Conclusion



The Satisfied Customer

Author : Claes Fornell

Publisher : Palgrave MacMillan

Page : 264 pages

File Size : 19,11 MB

Release : 2007-11-27

Category : Business & Economics

ISBN :

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Book Description

A leading expert redefines customer service for the twenty-first century



Handbook of Organizational Culture and Climate

Author : Neal M. Ashkanasy

Publisher : SAGE

Page : 680 pages

File Size : 35,83 MB

Release : 2000

Category : Business & Economics

ISBN : 9781412904827

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Book Description

"The Handbook of Organizational Culture and Climate provides an overview of current research, theory and practice in this expanding field. The editorial team and the authors come from diverse professional and geographical backgrounds, and provide an unprecedented coverage of topics relating to both culture and climate of modern organizations.... Well-known editors Neal Ashkanasy, Celeste P. M. Wilderom, and Mark F. Peterson lend a truly international perspective to what is the single most comprehensive and up-to-date source on the growing field of organizational culture and climate. In addition, the Handbook opens with a foreword by Andrew Pettigrew and two provocative commentaries by Ben Schneider and Edgar Schein, and concludes with an invaluable set of combined references." --Publisher.



Handbook of Psychology, Industrial and Organizational Psychology

Author : Irving B. Weiner

Publisher : John Wiley & Sons

Page : 820 pages

File Size : 23,38 MB

Release : 2012-10-16

Category : Psychology

ISBN : 0470768878

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Book Description

Psychology is of interest to academics from many fields, as well as to the thousands of academic and clinical psychologists and general public who can't help but be interested in learning more about why humans think and behave as they do. This award-winning twelve-volume reference covers every aspect of the ever-fascinating discipline of psychology and represents the most current knowledge in the field. This ten-year revision now covers discoveries based in neuroscience, clinical psychology's new interest in evidence-based practice and mindfulness, and new findings in social, developmental, and forensic psychology.



SOFTWARE DEVELOPMENT TEAMS

Author : SUDHAKAR, G. P.

Publisher : PHI Learning Pvt. Ltd.

Page : 210 pages

File Size : 41,54 MB

Release : 2015-11-30

Category : Computers

ISBN : 8120351797

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Book Description

Description: The book, Software Development Teams, offers a new and unique approach to developing software project teams. It guides IT experts and managers for forming, assessing and developing successful project management teams for effective performance and productivity. Focusing on the management side of the software industry, this text-cum-reference book discusses key aspects of the management such as performance measurement, organisational structure and development, motivation of the team with awards and rewards to bring innovative ideas, and the best practices followed in the modern software industry for measuring the team effectively. The book begins with an introduction of software teams, explaining how software projects are different. It then discusses the characteristics, skills and competencies that are required for a perfect programmer or a project manager, in addition to many other dimensions of software development teams. It further includes empirical studies on team climate, team performance, team productivity and team innovation. Next, it explores the factors that are important for maintaining the software development team climate, and the impact of conflicts on teams, which may ultimately have negative impact on the organisation. Tools and techniques to measure performance of software development team are explained along with the factors that influence the teams’ performance, relationship between team cohesion, productivity and finally the performance. Different types of possible innovation in software teams and organisations, innovation cycle and framework, role of top management and leadership in team management are also given due weightage. Providing an exhaustive description of the origin and present status of the Indian software industry using statistical data, the book is useful for the students of MBA (IT), BE/B.Tech (CS and IT), M.Tech (CS and IT) and M.Tech (Software Engineering). The book is also useful as a reference for professionals in the field of information systems, software project management, software engineering, team management and organisational development. Key features of the book • Highlights the latest studies in the field and cites inferences of various researchers. • Includes numerous figures, tables, graphs, and abbreviations to clarify the concepts. • Provides chapter-end questions and quick quiz (multiple choice questions with answers) to test the knowledge acquired. • Incorporates keywords and adequate number of references, which make the book an ideal tool for learning the concepts of software development teams. • Includes case studies to show the application of concepts of software development teams in real life scenarios.



The Oxford Handbook of Organizational Climate and Culture

Author : Karen M. Barbera

Publisher : Oxford University Press

Page : 753 pages

File Size : 44,61 MB

Release : 2014-05-07

Category : Psychology

ISBN : 0199395926

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Book Description

The Oxford Handbook of Organizational Climate and Culture presents the breadth of topics from Industrial and Organizational Psychology and Organizational Behavior through the lenses of organizational climate and culture. The Handbook reveals in great detail how in both research and practice climate and culture reciprocally influence each other. The details reveal the many practices that organizations use to acquire, develop, manage, motivate, lead, and treat employees both at home and in the multinational settings that characterize contemporary organizations. Chapter authors are both expert in their fields of research and also represent current climate and culture practice in five national and international companies (3M, McDonald's, the Mayo Clinic, PepsiCo and Tata). In addition, new approaches to the collection and analysis of climate and culture data are presented as well as new thinking about organizational change from an integrated climate and culture paradigm. No other compendium integrates climate and culture thinking like this Handbook does and no other compendium presents both an up-to-date review of the theory and research on the many facets of climate and culture as well as contemporary practice. The Handbook takes a climate and culture vantage point on micro approaches to human issues at work (recruitment and hiring, training and performance management, motivation and fairness) as well as organizational processes (teams, leadership, careers, communication), and it also explicates the fact that these are lodged within firms that function in larger national and international contexts.





Customer Lifetime Value

Author : David Bejou

Publisher : Routledge

Page : 157 pages

File Size : 26,84 MB

Release : 2013-04-03

Category : Business & Economics

ISBN : 1136452885

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Book Description

Get the competitive edge by effectively managing customer lifetime value The customer lifetime value (CLV) concept is extensively changing the way today’s business is managed. A student or practitioner needs to understand CLV to best gain the competitive edge in business. Customer Lifetime Value: Reshaping the Way We Manage to Maximize Profits is a text that shows in detail how managers and researchers can best use CLV to a business’s advantage. This valuable resource explores various practical approaches to the measurement and management of customer value that focus on maximizing profitability and growth. Leading thinkers discuss how to leverage CLV in all aspects of business, including customer management, employee management, and firm valuation. Everyone needing to prepare a business for success in the future should read this book. Most books on the subject only cover separate components of CLV and are typically limited to targeting for direct response marketing. Customer Lifetime Value presents all components, cohesively putting them together into an understandable functioning whole. This source prepares forward-looking managers and researchers for the inevitable change and provides strategies to gain and sustain the competitive advantage. Topics in Customer Lifetime Value include: leveraging the customer database to maximize CLV using CLV in customer segmentation customer divestment using CLV in firm valuation setting up an organization designed to maximize CLV much more! Customer Lifetime Value: Reshaping the Way We Manage to Maximize Profits is essential reading for practitioners in the areas of customer satisfaction, loyalty, CRM, and direct response, as well as academics in the service marketing area.



The Routledge Companion to Strategic Human Resource Management

Author : John Storey

Publisher : Taylor & Francis

Page : 542 pages

File Size : 22,12 MB

Release : 2009

Category : Business & Economics

ISBN : 0415772044

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Book Description

'The Routledge Companion to Strategic Human Resource Management' is a prestige reference work offering a comprehensive and authoritative overview of the field. It surveys the state of the discipline and introduces and makes sense of new cutting edge themes.