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In this research customer satisfaction and service quality have
been considered as important factors for any organizations.
However, empirical evidence concerning the relationship between
customer satisfaction and service quality, offered by
organizations, has remained unclear. This research tested a service
quality model SERVQUAL to measure customer satisfaction with the
delivery of service. Communication and its influence on customer
satisfaction also evaluated. It must be mentioned that the American
Customer Satisfaction Index was used to measure the overall
satisfaction of customer. Five main dimensions of the service
quality model SERVQUAL which were applied are tangibility,
reliability, responsiveness, assurance and empathy and also the
influence of communication on customer satisfaction is were tested
during this survey. The model was applied to the customers who had
previous experience from private hospitals on Penang Island. The
purpose of this study was to investigate the factors that
contribute to customer satisfaction in Penang's' private healthcare
centers. The study helps to examine and understand the factors
influenced in determining customer satisfaction.
One of the objectives of the study is to produce a framework of
repatriate children's readjustment to the home country and to know
about repatriates' readjustment process in term of their children
readjustment. The framework of the present study can be a step
stone on the framework of repatriate children's readjustment to the
home country. There are many antecedents that are related to
repatriate children's readjustment. However, individual-related
factors of repatriate children are the main focus antecedents of
the present study, which are clearly presented in the framework of
the present study. Interesting findings are presented.
The present study examines the styles of negotiation among Iranian
managers. Among the objectives of the study are: 1. To study the
relationships between Iranian managers' multicultural personality
characteristics (open-mindedness, cultural empathy, emotional
stability, flexibility, and social initiative) with their
negotiation skills. 2. To investigate whether Iranian managers'
preparation before negotiations is related to their negotiation
skills. 3. To examine whether Iranian managers' relationship
building with foreign negotiators is a factor contributing to their
negotiation skills. Interesting findings are presented in this
book.
Level of education is one of the measures of nations' wealth. Good
quality graduates who are knowledgeable, adaptable and versatile to
a great extent promise a realization of the nations' vision. Thus,
this has caused a need to have committed lecturers who are
responsible to produce such graduates. As a result, these lecturers
face role stressors in their workplace because there are many
demands, expectations and workload that are at times unmanageable.
The present study was carried out to examine the relationship
between work role stressors and organizational commitment among
public university lecturers. The questionnaires were distributed to
the public university lecturers in Malaysia and out of 650
questionnaires distributed, 122 were returned. The major findings
of the present study showed that role ambiguity and role conflict
were the two role stressors that were negatively related to
organizational commitment. It was also discovered that role
ambiguity was the most dominant role stressor to organizational
commitment. On the other hand, role overload was found
insignificant to organizational commitment among lecturers.
Customer satisfaction has become an essence of success in today's
highly competitive world. In service industry specifically,
communication is vital to determine customer satisfaction. Past
researches indicated that, most meaning of conversational messages
comes from non-verbal communication. Therefore, this study intended
to examine the relationship of non-verbal communication cues to
customer satisfaction. A total of 210 hotel customers were
sampled.They were evaluated on their perception on hotel employees'
non-verbal communication behavior that would lead to their
satisfaction to the services provided. The results illustrate that
three (interpersonal warmth, attire and proxemics) of the
non-verbal communication cues were significant and positively
related to customer satisfaction. Proxemics was rated as the
non-verbal communication cues that provided the most impact on
customer satisfaction.
The present study was designed to examine the relationship between
emotional intelligence's dimensions of employees working in service
companies located in Penang and their organizational citizenship
behaviors as perceived by their current supervisors in organization
and to examine whether job control moderates the relationship
between emotional intelligence's dimensions and organizational
citizenship behavior's dimensions. Hypotheses were tested with 104
respondents received from 2 organizations. Results indicated that
the appraisal, expression, and regulation of emotions in oneself is
the most important dimension for all OCB's dimension except for
conscientiousness, it was found that the appraisal, expression, and
regulation of emotions in others is the most important dimension.
Also, it was found that job control only moderated the relationship
between emotional intelligence's dimensions and helping behavior
dimension. Implications and limitations are also discussed and
recommendations are provided for future research.
This book is initiated to gain public attention in regard to a rule
of thumb in creating effective interpersonal relation and
communication. Flying issues covered are the importance of
effective interpersonal relations and communication. Establishing
and sustaining effective interpersonal relations and communication
are crucial due to the differences in a cognitive, affective and
behavioural system of human relationship. Therefore, this book
perhaps gives a general idea on the chemistry between an individual
with his/her surrounding.
This book examines the influence of positive affect, negative
affect, perceptions of merger and acquisitions success and
perceptions of communication regarding merger and acquisitions on
organizational commitment after merger and acquisitions. Results
indicated that positive affect, perceptions of merger and
acquisitions success and perceptions of communications regarding
merger and acquisitions were positively related to organizational
commitment after merger and acquisitions. However, the study did
not find any significant relationship between negative affect and
commitment. Although many previous researches indicated that
employees from the acquired firm would be less committed to the
organization after merger and acquisitions compared to employees
from the acquiring firm, the results of the study did not find any
significant difference in the level of organizational commitment
between the acquired bank's employees and the acquiring bank's
employees. The implications of the study are beneficial to not only
companies planning for merger and acquisitions, but also to those
planning for major corporate restructurings and so forth.
It is obvious that retention of loyal students as customers of
educational institutions is desirable and profitable in business of
these institutions. While not everyone will be comfortable using
concepts from business to an issue in education, applying the loyal
customer retention model to student retention in this book gives a
unique perspective to the issue of student retention and provides
an economic justification for implementing retention programs. This
book develops a model that can be used to determine the key
influencers of student retention by integrating both relationship
marketing and educational concepts. English as Foreign Language
(EFL) schools in Iran have been selected as the focus of the study.
A comprehensive conceptual framework is developed which includes
variables such as students' integration with peers, perceived
quality of teacher-student interaction, and students' trust in
staff, students' institutional commitment, and student retention.
It was found that student's integration with peers, trust in staff,
and students' institutional commitment have positive effect on
student retention.
The rapid growth of radio broadcasting business in Indonesia
imposes specific challenges on the development of competitive
advantage.The radio stations are applying excellent and unique
elements such as speed, mobility, learning ability, and individual
or team work capabilities.It is an important source of competitive
strength for radio station organizations that are concerned with
growth and changes.Grounded by the Interactionist model of
Individual Creativity (Woodman, Sawyer & Griffin, 1993), the
book proposes a framework linking Indonesian radio station
managers' Personality, Intrinsic motivation, Creativity-relevant
personal characteristics, Leader-member exchange (LMX), and
Creative performance.The book has managed to show the importance of
Leader-member exchange and multiplicative nature among personal
characteristics. A total of 283 operating managers of Indonesian
radio stations participated in the present research. Data for all
variables were collected through self- administered survey
questionnaires. Hierarchical multiple regression analyses were
conducted to test the hypotheses posited in the present research.
Repatriation adjustment is widely researched in developed
countries. This study intended to contribute to the Malaysian
literature pertaining to this subject. The purpose of this study is
to determine the impact of individual variable (self- efficacy),
job variables role clarity, role conflict, role discretion, and
role novelty), organizational variable (social support), and non-
work variable (culture novelty) on the three dimensions of
repatriation adjustment psychological well-being, socio-cultural
adjustment, and work adjustment). Data were collected from 104
Malaysian repatriates. It was found that external self- efficacy
impacted on psychological well-being and work adjustment. In
relationship between job variables with repatriation adjustment,
only role conflict showed a negative relationship with
psychological well-being. However, the present study was not able
to support the relationship between social support and repatriation
adjustment. For the non-work variable, it was found that only
culture novelty--basic elements, had a negative relationship with
psychological well-being.
This is a comprehensive study which covers worldwide respondents on
expatriates' supportive experiences in order for them to adjust to
the host country. The main purpose of the present study is to
determine whether a significant relationship exist between support
received from expatriates of the same country, support from
expatriates of different country(ies), support from local
nationals/staffs and support from parent company with psychological
well-being, socio-cultural adjustment and work adjustment.
This book explores the dimensions of Cultural Traits and Heritage
tourism in Penang. Penang is attractive to tourists because of its
uniqueness, heritage and it is a cultural city with multi- racial
ethnic population. Lack of knowledge and experience, combined with
different interest may cause the tourism industry collapse.
Cultural Traits and Heritage tourism is discussed as Penang's
opportunity to create tourism platform where resources and market
would be kept and at the same time, competition with other World
Heritage Cities will be created. Cultural Traits and Heritage
recently has become an important topic and concept to tourism
development especially in Penang since Penang was awarded as the
World Heritage City by UNSECO in July 2008. Hence, in this
research, it proposes the links of self representation to current
desired outcomes of Penang's distinctiveness and sustainability of
Penang UNESCO award. At the same time, the model also tests how
these outcomes influence the destination ability to meet tourists'
expectations and how Penang should act in competing in the global
heritage tourism industry.
General readjustment and well being of repatriates and spouses are
some of the factors that make the repatriation process successful.
Even though job factors are important, family members must be
considered as one of the successful factors of readjustment.This
study manages to indicate that repatriate spouses' readjustment to
the home country is important for repatriates' own readjustment
process. We found that repatriates' psychological well being is
significantly related to their spouses' well being and general
readjustment. We also found that there is a positive and
significant relationship between repatriates' and their spouses'
general readjustment. This book highlights that it is a must for
repatriates to consider the success of readjustment process of
their spouses when they return to home country. This is important
since the readjustment process of their family members will lead to
the success in their career. In general, we can conclude that, in
every successful repatriate, there is his/her spouse who has been
successfully readjusted to the home country.
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