Cultural Lens: Learning from Managers` Experience”‚ Management Learning‚ Vol.31‚ No.4‚ pp.403-426. Kendall‚ J. (1999) “Axial Coding and the Grounded Theory Controversy”‚ Western Journal of Nursing Research‚ Vol. 21‚ No. 6‚ pp. 743-757. Kotter‚ J.P. and Heskett‚ J.L. (1992) Corporate Culture and Performance‚ New York‚ Free Press. Martin. J. (1992) Cultures in Organisational Culture: Three Perspectives‚ Oxford University Press. Martin‚ J. and Frost‚ P. (2004) The Organisation Culture Games: A Struggle for
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Bp’s BRAND IMAGE More packaging than substance ? Introduction: Corporate image symbolises the values an organisation stands for. Organizations can create it to define themselves or get branded due to their actions. Therefore‚ its more important to have a the right image that reflect an organization’s commitment to quality‚ excellence and its constructive role in the society. British Petroleum (BP) is a major enterprise to redefine its core values in the light of its ethical considerations
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related attitudes‚ such as organizational commitment (Farkas & Tetrick‚ 1999) and job involvement (Babnik‚ 2010)‚ which are necessary in present times‚ where all firms are looking for competitive advantage and especially through their people (Galanou‚ & Dimitris‚ 2010). One of the most often cited definitions on job satisfaction is the one given by Spector (1979) according to whom job satisfaction has to do with the way how people feel about their job and its various aspects. It has to do with positive
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information technology enabled electronic delivery channel on overall customer satisfaction. This is the assumption that higher customer satisfaction leads to sustainable revenue growth and profitability. This claims is based on the arguments provided in Heskett etal (1997) that profit and growth are estimated primarily by customer loyalty and loyalty is a direct result of customer satisfaction. This research work is undertaken with a view to finding out whether good performance of Nigerian financial institutions
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Organisational Behaviour---Importance in business of Values Introduction The term of values can be defined in a great many of ways from different perspectives. Generally speaking‚ it refers to “basic convictions that a specific mode of conduct or end-state of existence is personally or socially preferable to an opposite mode of conduct” (Jihong Zhao‚ Ni He‚ Nicholas P. Lovrich‚ 1998). Over the years‚ people have been well aware that the strong power and influences exerted by the values are pervasive
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The current issue and full text archive of this journal is available at www.emeraldinsight.com/1753-8394.htm IMEFM 2‚4 Customer perception on service quality in retail banking in Middle East: the case of Qatar Mohammed Hossain and Shirley Leo Department of Accounting and Information Systems‚ College of Business and Economics‚ Qatar University‚ Doha‚ Qatar Abstract Purpose – The purpose of this paper is to evaluate the service quality in retail banking in the Middle East in general‚ and
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www.ccsenet.org/ijbm International Journal of Business and Management Vol. 7‚ No. 7; April 2012 The Study of Customer Satisfaction‚ Customer Trust and Switching Barriers on Customer Retention in Malaysia Hypermarkets Seiedeh Nasrin Danesh Faculty of Management and Information Technology‚ UCSI University Jalan Menara Gading‚ UCSI Heights‚ 56000 Kuala Lumpur‚ Malaysia Tel: 60-17-313-2730 E-mail: Danesh.nasrin@yahoo.com Saeid Ahmadi Nasab Faculty of Management and Information Technology
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The current issue and full text archive of this journal is available at www.emeraldinsight.com/1756-669X.htm IJQSS 1‚1 Service quality‚ customer satisfaction‚ and behavioral intentions in fast-food restaurants Hong Qin and Victor R. Prybutok Information Technology and Decision Sciences Department‚ College of Business Administration‚ University of North Texas‚ Denton‚ Texas‚ USA Abstract Purpose – This study aims to explore the potential dimensions of service quality‚ and examine the relationship
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Contents Abstract: The service quality means to customer’s satisfaction‚ which leads to customer loyalty‚ considerable practitioner interest has focused on programs to improve service quality. Customer perception is very important factor to measure service quality. This paper aims to assess customers perception on the different dimensions of service quality such as responsiveness‚ tangibility‚ assurance‚ empathy‚ reliability and the overall service quality in Standard
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International Review of Business Research Papers Vol. 5 No. 6 November 2009‚ Pp.117-132 Customer Relationship Management: Strategies And Practices In Selected Banks Of Pakistan Iftikhar Hussain ‚ Mazhar Hussain‚ Shahid Hussain and M. A. Sajid∗ As economic globalization intensifies competition and creates a climate of constant change‚ winning and keeping customers has never been more important. Nowadays‚ Banks have realized that customer relationships are a very important factor for their success
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