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Emotional dissonance and customer service: an exploratory study

Julian, Craig C - 2008

In this paper, the broad context for the study of emotional dissonance and its importance to marketing is set out. The relevant literature on emotional dissonance, its antecedents and outcomes are introduced together with the knowledge gap in the literature. The conceptual framework of emotional...

Persistent link: https://www.econbiz.de/10009475222

Managing Key Business-to-Business Relationships

Ryals, L; Humphries, A - 2007

Key account management (KAM) is a rapidly growing area of interest in business-to-business marketing. However, unnoticed by marketing, a quiet revolution hastaken place in supply chain management (SCM), where the traditional emphasis onleast-cost transactions has given way to a focus on...

Persistent link: https://www.econbiz.de/10009463069

The Shingo Prize for Operational Excellence: Rewarding World-Class Practices

Chakravorty, Satya S.; Atwater, J. Bryan; Herbert, James I. - 2008

Established in 1988, the Shingo Prize for Operational Excellence recognises organisations in the USA, Mexico and Canada …

Persistent link: https://www.econbiz.de/10009459022

Determinants of the Relations between Transitory Earnings and CEO Cash Compensation in the USA

Asthana, Sharad; Ye, Zhongxia Shelly - 2007

effect). This study has practical implications for regulators, corporations and investors, both in the USA and abroad. …

Persistent link: https://www.econbiz.de/10009459069

A study of outsourcing of premedia services to India by US companies

Nayak, Rahul P. - 2009

Offshore outsourcing continues to gain prominence as the printing industrystrides into the future. With different segments of the industry looking at reducingcosts and, in exchange providing value-added services, more companies turntowards outsourcing services offshore as a solution. Although it...

Persistent link: https://www.econbiz.de/10009459219

Personal acquaintances and salespeople in financial services: Differences between customers and friends

Backstrom, Lars; Pitt, Leyland; Campbell, Colin; Nel, Deon - 2009

, salespeople and some of their customers develop close relationships that are akin to friendships. Evidence from social psychology … information. This paper reports on the results of a study of salespeople's assessments of their personal acquaintance with … customers and friends in a financial services setting. The results indicate that salespeople do not classify customers as …

Persistent link: https://www.econbiz.de/10009483882

The theoretical underpinnings of emotional dissonance: a framework and analysis of propositions

Phillips, Brendan; Tan, Thomas Tsu-Wee; Julian, Craig C - 2006

Purpose: The research objective of this paper is to study the broad context of emotional labor and dissonance and its importance to service marketing. This knowledge would provide a better understanding of the factors that contribute to job performance and job satisfaction amongst high contact...

Persistent link: https://www.econbiz.de/10009475225

Linking strategic HRM performance management and organizational effectiveness: perceptions of managers in Singapore

Stanton, P; Nankervis, A - 2011

Strategic human resource management (SHRM) theory is predicated on the assumption that effective human resource management (HRM) processes have the capacity to contribute significantly to organizational effectiveness, expressed in terms of productivity, flexibility, effectiveness, efficiency,...

Persistent link: https://www.econbiz.de/10009481560

Estimating Technical Efficiency of Academic Departments of a Philippine Higher Education Institution

Gono, Jr. - 2018

The main thrust of this research is to measure the relative technical efficiency of the six (6) colleges of San Pedro College from school year 2004-2014. The technical efficiency of the academic units can be derived based on its ability to produce the optimum number of output (number of research...

Persistent link: https://www.econbiz.de/10011920559

ADVANCING PERFORMANCE MANAGEMENT IN DIGITAL ENTERPRISES: EXPLORING CHALLENGES, OPPORTUNITIES, AND RECOMMENDATIONS FOR THE DIGITAL AGE

ITZA, Nayeli; GEORGE, Babu - 2023

This manuscript delves into the multifaceted aspects of employee performance management in digital and virtual enterprises, aiming to contribute to the existing literature in this domain. Through a comprehensive review of relevant research, employing a systematic approach, this study identifies...

Persistent link: https://www.econbiz.de/10014337751