ENVIRONMENT An Exploratory Study of Customer Satisfaction Based on ACSI Model An application to the No.2 bus service in Gävle of Sweden Le Xue Chun Yang December‚ 2008 Master’s Thesis in Management of Logistics and Innovative Production Abstract This thesis used ACSI model as a theoretical basis‚ which is a cause-and-effect model‚ to measure the quality of goods or service that starts from “customer expectations” to “customer satisfaction”. The purpose of this thesis is to find a suitable
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ou=TeAm YYePG‚ email=yyepg@msn.com Reason: I attest to the accuracy and integrity of this document Date: 2005.05.11 15:13:52 +08 ’00 ’ MAXIMUM PERFORMANCE This book is dedicated to the visionary pioneers who created the world we now live in; and to those who are creating the world we will inhabit in the future. MAXIMUM PERFORMANCE A practical guide to leading and managing people at work Nick Forster Professor at The Graduate School of Management‚ University of Western Australia
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JOB SATISFACTION "Regardless of which studies you choose to look at‚ when American workers are asked if they are satisfied with their jobs‚ the results tend to be very similar: Between 70 and 80 percent report they’re satisfied with their jobs" (p. 61). 1 "How does one explain these findings? … Because people are likely to seek jobs that provide a good person-job fit‚ reports of high satisfaction shouldn’t be totally surprising. Second‚ based on our knowledge of cognitive dissonance theory (discussed
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Performance measurement/incentive system: Canadian REd Cross Executive Summary: (CRCS) is the one of the largest charity organization and 2nd largest brand in the world. Its mission to improve the lives of vulnerable people by mobilizing the power of humanity in Canada and around the world. Its vision is to lead the organization through which people voluntarily demonstrate their caring for others in need. In this report I will perform a review of the internal performance measurement
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Introduction of performance appraisal | | 2.2 | Some definitions of performance appraisal | | 2.3 | History of performance appraisal | | 2.4 | Terms in performance appraisal | | 2.5 | Process of performance appraisal | | 2.6 | Pre-requisites for Effective & Successful Performance Appraisal | | 2.7 | Objectives of performance appraisal | | 2.8 | Purpose of performance appraisal | | 2.9 | Challenges of performance appraisal | | 2.10 | Approaches of performance appraisal |
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Chapter: 1.0 Introduction A performance appraisal‚ employee appraisal‚ performance review‚ or (career) development discussion is a method by which the job performance of an employee is evaluated (generally in terms of quality‚ quantity‚ cost‚ and time) typically by the corresponding manager or supervisor. A performance appraisal is a part of guiding and managing career development. It is the process of obtaining‚ analyzing‚ and recording information about the relative worth of an employee to the
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2001 QUANTIFYING CUSTOMER SATISFACTION WITH E-COMMERCE WEBSITES Hubert Graja and Jennifer McManis1 Abstract E-commerce is an increasingly significant part of the global economy. Users of E-commerce Web sites often have high expectations for the quality of service‚ and if those expectations are not met‚ the next site is only a click away. A number of performance problems have been observed for E-commerce Web sites‚ and much work has gone into characterising the performance of Web servers and Internet
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develop appropriate scale for measuring customer satisfaction in leisure industry. Earlier researchers found that there has been a close association between research on consumer satisfaction and quality measurement‚ therefore‚ the SERVQUAL model is chosen to apply in this context with some modifications. 2.1 Customer satisfaction A variety of researcher has devoted to define the nature of customer satisfaction. Kotler (2000) defined satisfaction as: “a person’s feeling of pleasure or disappointment
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Performance Measurement in a Modern Business Environment________________________________________ In the past‚ performance measures were primarily based on financial measures (Bruns‚ 1998) where the double entry accounting systems was used to avoid disputes and settle trades between traders (Johnson‚ 1983). As businesses began to grow‚ their nature and structure also began to change‚ reducing the control and the close relationship that existed between the owners and management. Consequently‚ the
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Evaluate the role of HR in managing performance. Support your answer with both theory and practice Organisational effectiveness and efficiency has rarely been off the management agenda of all organisations‚ especially as organisations see it as a good way of sustaining competitive advantage and standing tall in economic downturns. According to the CIPD‚ (2009) performance management has been around in the language of HR and people management since the 1980’s and its development as a key people management
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