Linking service employees' emotional competence to customer satisfaction: a multilevel approach

Article Abstract:

The impacts of customer satisfaction on the emotional competence of service employees are investigated. Results indicate that customer evaluations are associated with emotional competence through the employees' positive affective state. The significance of positive organizational behavior is also examined.

Germany, Marketing procedures, Analysis, Behavior, Political aspects, Customer satisfaction, Services industry workers, Service industries workers, Organizational behavior, Customer relations, Organizational behaviour, Report

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Innovation is not enough: climates for initiative and psychological safety, process innovations, and firm performance

Article Abstract:

Process innovations need to be accompanied by climates that complement the adoption and implementation of such innovations. Climates for initiative and psychological safety moderate the relationship between process innovation and firm performance.

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Helping to improve suggestion systems: predictors of making suggestions in companies

Article Abstract:

Factors affecting systems to promote suggestions from employees are examined in detail, with suggestions assessed in terms of ideas and their quality, and whether they are sumbitted.

Business Personnel Management, Research, Business, Innovations, Human resource management, Employee motivation

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