perspectives (2nd ed.). Oxford‚ UK: Oxford University Press Hildebrand‚ C.B Hofstede‚ G. H. (2001). Culture’s Consequences. Sage Publications Judge‚ T.A.‚ & Robbins‚ S.F Kennedy‚ A. A.‚ & Deal‚ T. E. (2000). Corporate Cultures. Perseus Books Kotter‚ J.‚ & Heskett‚ J Microsoft. (2012). Welcome to Microsoft. Retrieved from http://www.microsoft.com/en-us/default.aspx on 30/07/2012 Poole‚ M Pugh‚ D. S. (1990). Organization Theory: Selected Readings. Penguin. Ravasi‚ D.‚ &Schultz‚ M. (2006). Responding to organizational
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Association. 22 SER VICES MARKETING QUAR TERL Y Hartline‚ M.D.‚ Maxham‚ J.G.‚ and McKee‚ D.O. 2000. Corridors of influence in the dissemination of customer-oriented strategy to customer contact service employees. Journal of Marketing‚ 64(April): 35-50. Heskett‚ J.L.‚ Sasser‚ E.W.‚ and Schlesinger‚ L.A. 2003. The Value Proftt Chain: Treat Employees Like Customers and Customers Like Employees. New York‚ NY: Free Press. Hochschild‚ A. 1983. The Managed Heart: Commercialization of Human Feeling. Berkely‚ CA:
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Antecedents to Macromarketing: Insights from the Textual Literature” Journal of the Academy of Marketing Science‚ 18 (Fall)‚ 293–301. Say‚ J. (1821)‚ A Treatise on the Political Economy. Boston: Wells and Lilly. Schlesinger‚ Leonard A. and James L. Heskett (1991)‚ “The Service-Driven Company‚” Harvard Business Review‚ 69 (September–October)‚ 71–81. Shaw‚ A. (1912)‚ “Some Problems in Market Distribution‚” Quarterly Journal of Economics‚ 12 (August)‚ 703–765. Shaw‚ Eric (1994)‚ “The Utility of the Four
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SERVICE QUALITY AND CUSTOMER SATISFACTION AT ISS FACILTIY SERVICE COMPANY (CLEANING SERVICE) Kalyan Malla Bachelor’s Thesis May 2012 Degree Programme in Facility Management To0urism‚ Catering and Domestic Services DESCRIPTION Author(s) MALLA‚ Kalyan Type of publication Bachelor´s Thesis Pages 57 Confidential ( ) Until Date 07.05.2012 Language English Permission for web publication (X) Title SERVICE QUALITY AND CUSTOMER SATISFACTION AT ISS FACILTIY SERVICE COMPANY (CLEANING
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The effect of change in organization culture in Dragon Oil v.1.1 (Final Draft) Executive Summary: The dissertation is meant to find a relation between organizational culture and the change in management by means using a valid subject as case study. The author utilized Dragon Oil as the case subject to understand how a relatively unknown oil drilling company has become the talk of the town after going through a change in management around 2008. The dissertation addresses a brief history of
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History And Background Of Google Inc Business Essay ukessays.com /essays/business/history-and-background-of-google-inc-business-essay.php Google Inc. began in 1996 as the brainchild of two bright computer science grad students‚ Sergey Brin and Larry Page. They met back in 1995 at Stanford University where they were doing their PhDs and they came out with creative ways of finding and organizing large datasets (Hoover’s Inc‚ 2010). After that‚ they developed a technology called PageRank which enables
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CHAPTER 1 1.1 INTRODUCTION Customer satisfaction: Customer satisfaction is a measure of the degree to which a product or service meets the customer’s expectations. Satisfaction results when expectations are equaled or surpassed. Customer satisfaction refers to the extent to which customers are happy with the products and services provided by a business. Customer satisfaction levels can be measured using survey techniques and questionnaires. Gaining high levels of customer satisfaction is very
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R. L.‚ & Black‚ W. C. (1998). Multivariate data analysis (5th edn).). New Jersey: Prentice Hall. Hatcher‚ L. (1994). A step-by-step approach: To using the SAS system for factor analysis and structural equation modeling. Cary‚ NC: SAS Institute. Heskett‚ J. L.‚ Sasser‚ W. E.‚ & Schlesinger‚ L. A. (1997). The service profit chain. New York‚ NY: The Free Press. Hoyle‚ R. H. (1995). Structural equation modeling: Concepts‚ issues‚ and application. Thousand Oaks‚ CA: Sage Publications. Hu‚ L.‚ & Bentler
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------------------------------------------------- Organizational culture Organizational culture is the behavior of humans who are part of an organization and the meanings that the people attach to their actions. Culture includes the organization values‚ visions‚ norms‚ working language‚ systems‚ symbols‚ beliefs and habits. It is also the pattern of such collective behaviors and assumptions that are taught to new organizational members as a way of perceiving‚ and even thinking and feeling. Organizational
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Available online at www.sciencedirect.com Industrial Marketing Management 37 (2008) 120 – 130 Customer relationship management: Finding value drivers Keith A. Richards a‚⁎‚ Eli Jones b‚1 a b University of Houston‚ Bauer College of Business‚ 334 Melcher Hall‚ Room 375L‚ Houston‚ TX 77204-6021‚ United States Sales Excellence Institute‚ University of Houston‚ Bauer College of Business‚ 334 Melcher Hall‚ Room 375D‚ Houston‚ TX 77204-6021‚ United States Received 5 October 2005; received
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