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Understanding the customer journey through the prism of service design methodology

Baranova, Polina - In: Alternative market research methods : market sensing, (pp. 236-262). 2017

Persistent link: https://www.econbiz.de/10011569754

Tensions raised by TQM demands upon work design in technologically controlled environments : the case of a call centre

Sá, Patrícia Moura; Pinto de Sá, Ana Cristina - In: Achieving competitive advantage through quality management, (pp. 253-264). 2015

Persistent link: https://www.econbiz.de/10011300804

Using job design to motivate employees to improve high-quality service in the airline industry

Ho, Chien-Wei; Wu, Chi-Chuan - In: Journal of air transport management 77 (2019), pp. 17-23

Persistent link: https://www.econbiz.de/10012112615

Creating highly reliable health care : how reliability-enhancing work practices affect patient safety in hospitals

Vogus, Timothy J.; Iacobucci, Dawn - In: ILR review : the journal of work and policy 69 (2016) 4, pp. 911-938

Persistent link: https://www.econbiz.de/10011689565

Volunteer high performance work systems and service performance : empirical study of Beijing Olmpic volunteers

Cai, Yujie; Han, Jian; Peng, Siqing; Sun, Luping - In: Frontiers of business research in China : selected … 10 (2016) 4, pp. 605-635

Persistent link: https://www.econbiz.de/10011848590

Cross-level relationship of implemented high performance work system and employee service outcomes : the mediating role of affective commitment

Riaz, Amir; Mahmood, Hafiz Zahid - In: Pakistan journal of commerce and social sciences 11 (2017) 1, pp. 252-274

This study examines cross-level relationship between implemented high performance work system (HPWS) and employee service related behaviors along with the mediating effects of employees' affective commitment between this relationship. Although, research studies have confirmed the positive...

Persistent link: https://www.econbiz.de/10011930286

Flexible Bürokratie : zur Logik aktueller Rationalisierungtendenzen bei Finanzdienstleistern

Dose, Carsten - 2006 - 1. Aufl.

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Patient-centered but employee delivered : patient care innovation, turnover intentions, and organizational outcomes in hospitals

Avgar, Ariel C.; Givan, Rebecca Kolins; Liu, Mingwei - In: ILR review : the journal of work and policy 64 (2010/11) 3, pp. 423-440

Persistent link: https://www.econbiz.de/10009260178

Social identification : linking high performance work systems, psychological empowerment and patient care

Bartram, Timothy; Karimi, Leila; Leggat, Sandra G.; … - In: The international journal of human resource management 25 (2014) 17, pp. 2401-2419

Persistent link: https://www.econbiz.de/10010409090

High Performance Work Practices and Service Performance : The Influence of Employee Engagement in Call Center Context

Oentoro, Wanny - 2018

This study investigates the role of employee engagement in the social exchange theory. The study examines the effects of High performance work practices (HPWPs) on service performance, moderated by employee engagement. Little attention has been given to understand the employee engagement on...

Persistent link: https://www.econbiz.de/10014112252

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