Issue: When benchmarking (as in engagement, work‐ stress, safety, or performance‐related applications), the use of normative scores can be a big mistake. Because if the norm group characteristics change in any way, the entire benchmarking process is rendered problematic. More importantly, if score magnitudes are considered related to performance, then it is the actual score which carries that r...

This study investigated the impact of motivation on employee turnover in Telecom sector of Pakistan. The questionnaire used was designed to focus on motivation and turnover questions. One hundred and six close-ended questionnaires were used for analyses. Regression and correlation analyses were proposed to explore the impact of motivation on employee’s intention to quit. Motivation was establis...

The review of the literature reveals various relationships between the constructs of social identity, customer trust, and customer loyalty. Such results lead to questioning the nature of the conceptual structure that would include these constructs as well as their interrelationships in a structural model. From this perspective, the purpose of this study is to evaluate the mediating role of cust...

MANY NURSES WHO graduated in the past year and are seeking employment in a hospital are facing a shortage of open positions due to the economic downturn. Because hospitals are seeing less employee turnover, the nursing workforce has stabilized. Also, some experienced nurses may be delaying retirement because their retirement funds or their homes lost value, and some employed nurses may be worki...

In this article, the authors first propose a simple model summarizing the key drivers of customer loyalty. Then, on the basis of this model and drawing on key insights from the preceding articles in this issue, they outline a set of issues for further research related to the quality-valueloyalty chain. Next, the authors develop a conceptual framework that integrates the quality-value-loyalty ch...