purpose: customer satisfaction in modern organizations requires employees' job satisfaction that can be led to performance improvement in the organization. in this regard, self-leadership and strengthening of it among the employees and managers can facilitate this subject. the purpose of this paper is to study the relation between self-leadership with job satisfaction and performance impro...

a r t i c l e i n f o The activities of misbehaving customers represent a significant problem for organizations across diverse sectors and industries. Customer misbehavior signifies behavior within the exchange setting that deliberately violates the generally accepted norms of conduct in such situations. The core aim of this study is to advance understanding of the antecedents to past customer ...

Firms are investing millions to deploy web based self-services at their call centers primarily to reduce operating costs. The rationale is that the firm’s cost of interacting with customers through web based channel is an order of magnitude cheaper than the assisted channels like telephony. However, the interaction among competing channels of customer service at call center is not empirically v...

Customer retention is a critical issue for the survival of any business in today’s competitive marketplace. In this paper, we propose a dynamic procedure utilizing self-organizing maps and a Markov process for detecting and preventing customer defection that uses data of past and current customer behavior. The basic concept originates from empirical observations that identified that a customer ...

112 employees of small and medium enterprise (SME) in private sector were selected randomly for assessment of gender differences in emotional intelligence. Emotional intelligence was evaluated through The Emotional Intelligence Appraisal which is designed to assess behavior demonstrative of emotional intelligence skills. The Emotional Intelligence Appraisal is a 28-item performance-based assess...

Financial institutions need to meet rising sanctions compliance demands without disrupting customer service or incurring inordinate costs. While robust filtering technology is essential to managing compliance, the most cost-effective approach combines intelligent technology, people and processes while fostering self-learning and improvement in all three components. This white paper describes th...

Reliable and valid measures of children’s and adolescents’ social emotional competence (SEC) are necessary to develop in order to assess their social emotional development and provide appropriate intervention in child and adolescent development. A pool of 25 items was created for the Social Emotional Competence Questionnaire (SECQ) that represented five dimensions of SEC: self-awareness, social...

This research demonstrates the usefulness of self-organizing maps (SOM) as an intuitive visual rendering of a globalization phenomenon. We propose a systematic neural-network-based segmentation scheme for identifying and subsequently profiling transnational segments based on consumers’ desired benefits. In the study, SOMs are used in grouping survey respondents from 16 countries in the Asia-Pac...