Global ETD Search
Search theses and dissertations gathered from participating repositories worldwide. Every result links back to the library that holds it. No account is needed.
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Showing 1 to 20 of 48 for “"Service employees"”.
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Losing out: the Social Service Employees Union, 1962-1969.
Thesis: M.C.P., Massachusetts Institute of Technology, Department of Urban Studies and Planning, 1973
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PREDICTORS OF KNOWLEDGE SHARING AMONG CIVIL SERVICE EMPLOYEES IN A COMMUNITY OF PRACTICE
There is a lack of understanding of the factors that determine one's motivation to share knowledge within a public sector community of practice. Additionally, the impact of knowledge sharing in communities of practice on the work performance of members remains under-investigated. The purpose of …
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Internal Market Orientation and Customer Orientation: Effects on Service Employees and Customer Experience
… orientation (IMO), customer orientation of service employees (COSE), and customer experience (CX) in the context of hospitality industry. Drawing on social exchange theory and equity theory, this research examines how employee-oriented practices, such as support, communication, and …
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Voicing Our Concerns and Being Heard: Social Service Employees' Communication Experiences of Crisis
… explored the impact of organizational crisis on employees at a social service agency in the Midwest. Using system and turning-point perspectives, participants were surveyed through quantitative and qualitative means to understand the impact of organizational crisis on employees. Secondary issues …
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The Nature and Impact of Service Employees’ Innovative Behaviour; a personal-interactive services perspective
The amount of research on service innovation rapidly increased since the start of the third millennium, likely due to the continuous diversification of manufacturing companies into the service sector and the decline of manufacturing in the traditional industrial western countries compared to the …
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Leadership Mentoring: A Study of the Mentoring Experiences of Female Federal Civil Service Employees
… mentoring experiences of female federal civil service employees at a major Marine Corps installation in eastern North Carolina. The sample consisted of 15 female civil servants in senior leadership positions in the grades GS-12 to GS-14. Data was collected through the interview method using …
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Developing a training program for civil service employees : a model training program for the Socialist People's Libyan Arab Jamahiriya
… was to develop a training program for civil service employees in the Socialist People's Libyan Arab Jamahiriya. The intent was to investigate the effectiveness of recent training programs and to discover the training needs upon which a new and possibly stronger training program for civil …
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Exploration of the nature of the work done by United States Marshals Service employees in the district of Nevada
… its 212 year history, the United States Marshals Service created a position for employees specifically designated to assist district offices experiencing administrative and operational problems. This move was promoted by a recruiting session in April of 2001 which was designed entirely to train …
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Evaluation of the Implementation of a Nutrition Program in a Middle School in Northeast Tennessee.
<p>Teachers and food service employees at a middle school in Washington County, Tennessee were surveyed to determine their perceptions of a recently implemented nutrition program in their school. The nutrition program was designed to address childhood obesity concerns via cafeteria food selections. …
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Customers' behavioural contribution to the service encounter
The dyadic nature of the service encounter suggests that the service output essentially arises from the coordinated efforts of customers and service employees. In this view, the services marketing literature has recently trended towards incorporating customer positive behaviours into the study of …
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Leadership and motivation in hospitality
Customer contact service employees in hospitality organisations have a critical role to play in satisfying customers’ expectations. However, it is recognised that hospitality service jobs are often associated with low pay, long and anti-social hours, unstable and seasonal employment, low job …
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THE IMPACT OF POSITIVE PSYCHOLOGICAL CAPACITIES AND POSITIVE EMOTIONS OF FRONTLINE EMPLOYEES ON CUSTOMER PERCEPTIONS OF SERVICE RECOVERY
… considerable research interest in the nature of service failure and recovery over the past few decades. In this context, the role of frontline service employees has emerged as a crucial factor in successful service recovery. Interestingly, while management and organizational behaviour literatures …
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A review, synthesis, and research agenda for the customer service experience, and an investigation of customer mistreatment dimensions
… two studies are presented focusing on customer service between service employees and customers. In Study 1, 18 years of customer service literature published in key service research outlets since 2000 was reviewed. Specifically, a review and synthesis of key theoretical perspectives and …
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When job dissatisfaction leads to customer-oriented citizenship behaviors
… the withdrawal model in the frontline setting of service organizations by considering continuance commitment and supervisory support as moderators of the relationship between job dissatisfaction and customer-oriented citizenship behaviors (COCBs). Departing from traditional research in the areas …
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Emotional labor in intercultural service encounters: An experience sampling study
… surrounding emotional labor, defined as service employees’ effort to manage their emotions to meet organizational goals (Hochschild, 1983; Morris & Feldman, 1996), exhibits a severe lack of studies examining intercultural service encounters (i.e., service episodes in which a provider from …
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The effects of corporate social responsibility and corporate culture on securing frontline service employee support during a product-harm crisis
… and factors that can lead to frontline service employee support when firms are faced with a product-harm crisis. Social exchange theory, with its focus on reciprocal exchanges, is used to enlighten how firms can provide employees with conducive working conditions, empowerment, job …
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