The purpose of this study is to examine the possible link between employee and customer satisfaction. The service provided by employees, help to build a good relationship with customers and can help at increasing their loyalty. Published data for job satisfaction and indicators of customer services of banks were gathered from relevant published works which included data from five different coun...

In this study we investigated the mediated influence of core self-evaluations (CSE) on employee health problems via job satisfaction and work stress, and the degree to which genetic factors explain these mediated relationships. Based on data obtained from a sample of 594 Swedish twins (114 monozygotic twin pairs and 183 dizygotic twin pairs), conventional path analysis results supported the med...

Purpose – The purpose of this paper is to suggest and empirically test a model that explains employee capabilities from the knowledge-based perspective. In this model, human capital management practices are employed as a moderator variable. Design/methodology/approach – A valid research instrument was utilized to conduct a survey of 14,769 current employees of a major North American financial s...

This Meta analysis summarizes the results of existing studies on employee perception of appraisals’ fairness and justice, leading to employees’ satisfaction with the appraisal system and the appraisal ratings, under different cultural context. The study reveals that an appraisal system having an appropriate appeal procedure, dual purpose and employees’ participation in its design generally has ...

The aim of this study was to provide insight into the differential relationships between job characteristics (job demands and resources) and employee functioning by examining the psychological and motivational processes involved. Drawing on self-determination theory, we tested a model in which job demands are positively related to negative manifestations of employee functioning (psychological d...

Correspondence Jin-Woo Park, Air Transport Research Division, The Korea Transport Institute, Goyong-City, South Korea. E-mail: [email protected], [email protected] This article investigates how in-flight service, reservation and ticketing, airport service, reliability, employee service, flight availability, passenger satisfaction, pricing (value), and airline image determine passengers’ future be...

We investigate the effect of employer job security guarantees on employee perceptions of job security. Using linked employer-employee data from the 1998 British Workplace Employee Relations Survey, we find job security guarantees reduce employee perceptions of job insecurity. This finding is robust to endogenous selection of job security guarantees by employers engaging in organisational change...

Quality management (QM) is considered to be an important management philosophy that sustains organizations towards continuous quality improvement (QI) and customer satisfaction. The conventional wisdom is that quality improvement leads to higher revenues, decreased costs, and increased profits. This paper examines the influence of the critical soft factors (CSFs) on QI practice and organization...

Banking industry is under sturdy pressure from the need to compete and respond to speedy changes in the market. Banks, moreover, must motivate their employees to keep their organization coincident with the challenges they face. For this, banks have to cater their employees with the factors that not only engage their employees in the work but also help in creating satisfied workforce. Therefore,...

This White Paper describes the challenges of reducing employee turnover in shift‐based organizations, and introduces Otipo’s innovative approach to shift scheduling and the use of Real‐Time Workforce Analytics for Organizational Health. It focuses on the potential for improving company morale, increasing staff retention, and ultimately reducing costs, through continuous monitoring and analysis ...