The Oxford Handbook of Organizational Climate and Culture
The Oxford Handbook of Organizational Climate and Culture

Author: Benjamin Schneider

Publisher: Oxford Library of Psychology

Published: 2014

Total Pages: 753

ISBN-13: 0199860718

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The Oxford Handbook of Organizational Climate and Culture presents the breadth of topics from Industrial and Organizational Psychology and Organizational Behavior through the lenses of organizational climate and culture. The Handbook reveals in great detail how in both research and practice climate and culture reciprocally influence each other. The details reveal the many practices that organizations use to acquire, develop, manage, motivate, lead, and treat employees both at home and in the multinational settings that characterize contemporary organizations. Chapter authors are both expert in their fields of research and also represent current climate and culture practice in five national and international companies (3M, McDonald's, the Mayo Clinic, PepsiCo and Tata). In addition, new approaches to the collection and analysis of climate and culture data are presented as well as new thinking about organizational change from an integrated climate and culture paradigm. No other compendium integrates climate and culture thinking like this Handbook does and no other compendium presents both an up-to-date review of the theory and research on the many facets of climate and culture as well as contemporary practice. The Handbook takes a climate and culture vantage point on micro approaches to human issues at work (recruitment and hiring, training and performance management, motivation and fairness) as well as organizational processes (teams, leadership, careers, communication), and it also explicates the fact that these are lodged within firms that function in larger national and international contexts.

Handbook of Organizational Culture and Climate
Handbook of Organizational Culture and Climate

Author: Neal M. Ashkanasy

Publisher: SAGE

Published: 2000

Total Pages: 680

ISBN-13: 9781412904827

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"The Handbook of Organizational Culture and Climate provides an overview of current research, theory and practice in this expanding field. The editorial team and the authors come from diverse professional and geographical backgrounds, and provide an unprecedented coverage of topics relating to both culture and climate of modern organizations.... Well-known editors Neal Ashkanasy, Celeste P. M. Wilderom, and Mark F. Peterson lend a truly international perspective to what is the single most comprehensive and up-to-date source on the growing field of organizational culture and climate. In addition, the Handbook opens with a foreword by Andrew Pettigrew and two provocative commentaries by Ben Schneider and Edgar Schein, and concludes with an invaluable set of combined references." --Publisher.

Customer Service Delivery
Customer Service Delivery

Author: Lawrence Fogli

Publisher: John Wiley & Sons

Published: 2006-02-02

Total Pages: 348

ISBN-13: 9780787983109

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Customer Service Delivery taps into business, marketing, and psychological research and practices to provide a wealth of knowledge about customer service. With contributions from some of the best-known industrial and organizational psychology experts in customer service, this book brings together in one comprehensive resource a review of the best practices in customer service delivery. Customer Service Delivery also provides a framework for customer service as a process and an outcome. The authors address a wide range of topics that are crucial to today’s competitive business environment: customer expectations, loyalty satisfaction, product versus service delivery, measurement, brand equity, regional and cultural differences, and organizational impact. Customer Service Delivery explores human resource staffing practices and service delivery by including proven selection strategies for hiring top quality service workers, an analysis of the personality correlates of service performance, and a comprehensive review of assessment instruments that predict customer service performance. In addition, this important resource contains strategies and tactics to improve and manage service delivery and offers illustrative case examples of how organizations have successfully improved and managed customer service.

Enhancing Police Service Delivery
Enhancing Police Service Delivery

Author: James F. Albrecht

Publisher: Springer Nature

Published: 2021-02-16

Total Pages: 452

ISBN-13: 3030614522

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Contemporary police service delivery and performance are complex phenomena. Law enforcement, particularly at the local level, must therefore face the additional challenges of globalization, cybercrime, counter-terrorism and calls for reform, at a time when extreme budgetary constraints are being implemented. Policing operations encompass multiple critical tasks and responsibilities not routinely measured and evaluated, such as response to incidents involving medical assistance, homelessness, mental illness, community engagement, and neighborhood problem-solving endeavors. This volume aims to provide government, criminal justice and policing administrators, policy makers and criminal justice scholars and researchers with comprehensive analyses of the critical issues impacting the challenges inherent in providing effectual public safety, security and service, all from a global perspective. It takes into account popular criticism, extreme budgetary constraints, and the relatively novel and overwhelming challenges of terrorism and cybercrime. The book merges study and practice to identify avenues to best serve community interests, ensure organizational success, and enhance public confidence in policing and in rule of law.

Proceedings of the 2008 Academy of Marketing Science (AMS) Annual Conference
Proceedings of the 2008 Academy of Marketing Science (AMS) Annual Conference

Author: Leroy Robinson, Jr.

Publisher: Springer

Published: 2014-11-05

Total Pages: 388

ISBN-13: 3319109634

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Founded in 1971, the Academy of Marketing Science is an international organization dedicated to promoting timely explorations of phenomena related to the science of marketing in theory, research, and practice. Among its services to members and the community at large, the Academy offers conferences, congresses and symposia that attract delegates from around the world. Presentations from these events are published in this Proceedings series, which offers a comprehensive archive of volumes reflecting the evolution of the field. Volumes deliver cutting-edge research and insights, complimenting the Academy’s flagship journals, the Journal of the Academy of Marketing Science (JAMS) and AMS Review. Volumes are edited by leading scholars and practitioners across a wide range of subject areas in marketing science. This volume includes the full proceedings from the 2008 Academy of Marketing Science (AMS) Annual Conference held in Vancouver, BC, Canada.​

Service Quality
Service Quality

Author: Roland T. Rust

Publisher: SAGE Publications

Published: 1993-11-15

Total Pages: 201

ISBN-13: 1506332676

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The importance of service and service quality has been growing in the world economy since the late 1970s. Establishing new levels of sophistication and rigor, as well as a broad set of approaches, Service Quality presents the latest research and theory in customer satisfaction and services marketing. Designed to advance the practice of delivering superior service, the field′s leading scholars and practitioners present a wealth of ideas that include measuring the managerial impact of service quality improvement, new methods of assessing the various elements of service quality, and philosophies about the nature of customer value. Presenting diverse points of view and revealing a variety of emerging ideas, the editors conclude with a look toward the future of service quality. An exhilarating--and sometimes demanding--change of pace, Service Quality is essential for professionals, researchers, scholars, and students in marketing studies.

Service Quality
Service Quality

Author: Benjamin Schneider

Publisher: SAGE

Published: 2004

Total Pages: 204

ISBN-13: 9780761921479

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The last three decades have seen a dramatic increase in the attention businesses devote to their quality of service. Scholars and researchers in a number of disciplines, including marketing, human resources I/O psychology, sociology, and consumer behavior, have all made substantial contributions to understanding what service is, how service and service delivery quality are experienced by customers, and the role of employees and their organizations in service delivery. Service Quality: Research Perspectives presents a comprehensive overview and analysis of the field and its research, including its growth, emerging trends, and debates

The Service Providers
The Service Providers

Author: D. Yagil

Publisher: Springer

Published: 2008-04-17

Total Pages: 246

ISBN-13: 0230582672

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The success of service organizations ultimately depends on employees in customer service roles; their performance affects customer satisfaction and loyalty. Integrating theory and research, this book explores the factors that determine the performance of service providers, and points to important managerial implications.

Building Cultures and Climates for Effective Human Services
Building Cultures and Climates for Effective Human Services

Author: Anthony L. Hemmelgarn

Publisher: Oxford University Press

Published: 2018-07-13

Total Pages: 396

ISBN-13: 0190455306

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It is widely acknowledged that many healthcare, behavioral health, and social service organizations provide less-than-optimal services and that the challenge of improving services depends on successfully changing organizational culture and climate. However, there are almost no organizational-level strategies that have been tested with randomized controlled trials. Building Cultures and Climates for Effective Human Services addresses the need for evidence-based organizational strategies for improving human service quality and outcomes by uniquely describing the authors' own case examples, nationwide studies, and randomized controlled trials to explain how organizational culture and climate can be assessed and changed. The two authors use their decades of research and practice experience in assessing and changing human service organizations to explain how organizations can improve the services they provide using the authors' ARC model, which effectively removes service barriers and supports the implementation of evidence-based practices and other innovations. The book also blends case examples with research from nationwide studies, regional experiments, and randomized controlled trials to explain the ARC model of organizational effectiveness and how it works to improve services. It provides a balance between theory, empirical research, and actual case examples to help researchers, organizational consultants, administrators, and service providers gain a practical understanding of how culture and climate affect services and how they can be improved. Furthermore, the text describes the three ARC strategies, each composed of multiple elements, to: (1) embed key organizational principles, (2) implement core organizational component tools, and (3) apply mental models to alter shared reasoning and beliefs that affect success. No other organizational-level strategies for improving services have been so well documented and tested.