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.
Results
Showing 1 to 16 of 16 for “"frontline employees"”.
-
THE IMPACT OF POSITIVE PSYCHOLOGICAL CAPACITIES AND POSITIVE EMOTIONS OF FRONTLINE EMPLOYEES ON CUSTOMER PERCEPTIONS OF SERVICE RECOVERY
… 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 have looked at the favorable influence positive psychological capacities (optimism, …
-
Market orientation of frontline employees and its impact on service quality and productivity within the South African contact centre industry
… This study employs self reported data from frontline employees and their Key Performance Indicators (KPI) to empirically consider the notion that market orientation, service quality and productivity are related. A survey was used to collect data from 218 respondents and the hypothesised …
-
Factors contributing to employee burnout among frontline staff working in the business banking department of a South African bank
… awareness on burnout should be created among frontline employees in the South African banking sector. The study contends that employees should be given regular workshops to educate them on burnout, its consequences, and how to avoid it. As part of combating burnout, banking sector employees …
-
Managing Role Stress in Service Occupations: Addressing Gaps in Boundary Spanner Research
… theory and practice, insights into how to manage frontline employees to lower experienced role stress are sparse. Moreover, extant research fails to include most up-to-date challenges of new service environments and their effects on frontline employees’ role stress perceptions. This dissertation’s …
-
Three Essays on Success Factors of Digital and Non-digital Services
… Moreover, it deals with customer orientation of frontline employees. It reveals the crucial role of the customer for frontline employees' ability to act in a customer-oriented manner.
-
Transformational Leadership and Employee Innovative Behaviour in The Egyptian Travel Agents: A Mediation – Moderation Model
… Accordingly, to encounter these challenges, frontline employees’ innovative behaviour (EIB) is significantly needed as they personally engage with clients and meet their needs, and so, their input is crucial to the tourism industry’s survival. Particularly, as EIB becomes critical to …
-
An investigation into the link between Human Resource Management practices and service-orientated behaviour in South African service organisations
… workforce with different needs and expectations. Frontline employees form an integral part of the service offering of any service organisation and they carry the responsibility of projecting the image of the organisation and of creating a satisfying service experience for the customer. Service …
-
The Effect of Motivation on the Performance of Public and Private Organizations in Tanzani: a Comparative Analysis of Tanzania Posts Corporation, FEDEX, SCANDINAVIA and DHL
… organizations in Tanzania. Managers and frontline employees of the selected firms were involved to gather the required data. The study revealed that, poor motivation, low pay, non conducive working environment, accountability and accumulated arrears are among the major problems that …
-
Understanding how a spiritual retreat enhances the search for meaning and fulfillment in a large corporate workplace /
… explored the concept of a spiritual retreat for frontline employees of a large corporate call centre. During a 1 day retreat, 4 call centre employees were introduced to various meditation and retreat activities. Follovsdng the retreat the participants were asked to incorporate the various …
-
Investigating the experience of well-being in the context of low paid service work in the hospitality and social care sectors
… jobs in these sectors impacts the well-being of employees; the spillover processes that occur between work and home life; and, how the use of HRM practices shape well-being. By conducting case studies of four organisations from these sectors, multiple perspectives were captured through …
-
A cross-sectional and mixed-method assessment of safety culture and safety climate at a regional airline
… and senior management being out of touch with frontline employees. The researcher presents recommendations for practice and future research</p>
-
When job dissatisfaction leads to customer-oriented citizenship behaviors
… conditions on 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 …
-
A coaching meta-framework for emotional intelligence development in frontline managers
The majority of organisations’ employees report to frontline managers. The quality of frontline managers’ leader–member exchange relations enhances the extent to which their frontline employees are engaged. Engaged employees are necessary for an organisation’s success because they are emotionally …
-
“We Are Bridging That Gap”: Insights from Indigenous Hospital Liaisons for Improving Health Care for Indigenous Patients in Alberta
… Liaisons are a new area of research. These frontline employees work directly with Indigenous patients to help them navigate barriers and ultimately improve their hospital experiences. This research uses a strength-based approach to highlight the dedication that Indigenous Hospital Liaisons …
-
A Culture of Learning in One Non-Profit Organization
… that support ongoing, work-related, learning for employees. I relied on Schein’s (1985, 1992, 2004) levels of culture theory to guide my study. Schein posits that culture must be explored at three levels: “artifacts” (observable symbols and structures), “espoused beliefs and values” (the …
-
Convenient truths : empowering employees, empowering energy choices
… due to high rates of turnover among first-year employees, specifically in Specimen Processing, as well as electric utility bills that, across the company, cost tens of millions of dollars per year and continue to increase as business grows. Each turn of an employee costs an estimated $7,500, …