Using organizational survey results to improve organizational performance

Article Abstract:

A study was conducted to pinpoint the primary factors which drive a financial services firm's ability to enhance customer skills and boost financial performance. The results showed that management practices, congruence between jobs and skills and management systems were the most important factors for the improvement of customer skills. Motivation, management practices, leadership and the business environment, on the other hand, were important for improved financial performance.

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Service counter satisfaction: conceptualized

Article Abstract:

A three-stage model is developed to assess customer satisfaction with service counters. Customer evaluations in the first stage are based on passive expectations about the service such as server attitudes or cleanliness of the environment. The second stage involves the evaluation of the actual service. In the third stage, the expected and actual services are compared and the customer makes a decision on the quality of the total service.

Customer satisfaction

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Quality is bringing back a key service element - ownership

Article Abstract:

A growing number of UK business organizations are starting to realize that customer satisfaction is not a legal standard to be complied with but a strategy for excellence and success. This renewed emphasis on service has focused attention on the role ownership plays in the modern business environment. Managers are beginning to see that empowered individuals contribute more to the organization.

Management, Interview, Business enterprises

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