Published Works on Business Psychology Best answer on the web
I am looking more for a comprehensive list of references, with information on how to access them, than an actual answer to the question. Any analysis or conclusions you wish to provide, however, would be welcome. References should include popular and technical books, articles in trade publications, and scholarly articles. Citations should include date of publication, and for citations from 1985 to present, circulation information for magazines or number of copies sold for books. Brief summaries of the works would be welcome, but this is not a priority. If you must choose between writing summaries or performing a more thorough search, please perform a more thorough search.
Thank you,
J. Kramer
I am responding to your answer clarification regarding books, which I realized I'd neglected after posting. It is helpful to know that the purpose of your question is towards publishing your own book in this area, as this helps focus the search. I have included searches for the relevant genres on online booksellers' sites and in article databases for book reviews.
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The one book citation my search in PsycInfo found was:
TI: Quality of service: A new frontier for integrity in organizations
AU: Harrison, Roger
SO: Srivastva, Suresh (ED). (1988). Executive integrity: The search
for high human values in organizational life. The Jossey-Bass
management series (pp. 45-67). San Francisco, CA, US: Jossey-Bass.
xxii, 354 pp.
The citation is to a chapter in the book:
"Executive integrity: The search for high human values in organizational life" ed. Srivastva, Suresh. The Jossey-Bass management series, 1988.
At Amazon.com:
http://tinyurl.com/5dsks
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Amazon.com has Subject Listings that include:
Consumer satisfaction: http://tinyurl.com/57d5w
Customer Service: http://tinyurl.com/3vfyc
Customer loyalty: http://tinyurl.com/7yj3w
Customer relations: http://tinyurl.com/4edkb
Customer services: http://tinyurl.com/4txys
Amazon.com also has "Listmania!" lists by private individuals in genres of their interest, such as:
Customer Service
http://tinyurl.com/5rf5a
Customer Loyalty: A list by Robert B. Wallis, Customer Loyalty Specialist
http://tinyurl.com/45op4
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At Amazon.com:
"Hugging Your Customers"
by Jack Mitchell
"Book Info
Text reveals secrets for developing long-lasting business relationships and customer loyalty."
http://tinyurl.com/6yffp
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An article on this site quotes Frederick F. Reichfield
"As Frederick F. Reichheld, author of the bestselling book "The Loyalty Effect" comments:
?Customer retention is a subject that cannot simply be confined within narrow limits... Business loyalty has three dimensions - customer loyalty, employee loyalty and investor loyalty. They are powerful, far-reaching and interdependent. Loyalty has implications that extend into every corner of every business system that seeks the benefit of steady customers. Tempting as it may be to delegate customer retention to the marketing department, what can marketing do to stem the outflow of employees and investors.'"
http://www.capeconsulting.com/insight/customer-loyalty.htm
All of Reichfied's books at Amazon.com, most on similar themes:
http://tinyurl.com/5fjwn
Incuding his most recent:
"Loyalty Rules: How Today's Leaders Build Lasting Relationships"
by Frederick F. Reichheld
Editorial Reviews
"Amazon.com's Best of 2001
It's trendy these days to decry a lack of loyalty among employers, employees, customers, and even investors, and blame it for everything from drops in business profitability to the decline of civilized society. But Frederick F. Reichheld, a Bain & Company director emeritus, insists that loyalty lives--and, in fact, remains a major reason for the success enjoyed by some of the leading names in both the Old and New Economies. Loyalty Rules, his follow-up to 1996's The Loyalty Effect, shows how practices that built such relationships in organizations like Harley-Davidson, Enterprise Rent-a-Car, Cisco Systems, and the U.S. Marine Corps help improve the atmosphere for all concerned and aid in producing better bottom-line results. The bulk of the book focuses on specific, real-world applications of Reichheld's Six Principles of Loyalty: in "Preach What You Practice," for example, he outlines various ways that "loyalty leaders" can articulate relevant concepts while clarifying "how these same philosophical foundations are ... not just feel-good platitudes." Reichheld also includes sample questionnaires from his Acid Test Survey, a critical part of the prescribed diagnosis-and-remedy program that is freely available on the author's Web site. --Howard Rothman --This text refers to the Hardcover edition."
From Booklist
According to the U.S. Department of Labor, the average American will hold 10 to 12 jobs over a lifetime, each for an average of 3.5 years. At the same time, the Internet now allows consumers to seek out the best deal for any type of purchase whenever they choose to make it. It is no wonder then that the concept of loyalty seems to have faded away. Reichheld warns, though, that companies who ignore employee and customer loyalty pay a high price. He is a director emeritus at the management consulting firm Bain and Company and the author of The Loyalty Effect (1996), which demonstrated that a company that keeps from losing just 5 percent of its customers could see its profits rise by as much as 50 percent. Distilling research on businesses as diverse as Harley-Davidson, Chick-Fil-A, and Dell Computer, Reichheld now identifies six principles for building and maintaining loyalty. He also provides tools for measuring loyalty and a "Loyalty Acid Test" for benchmarking the loyalty effort. David Rouse © American Library Association. --This text refers to the Hardcover edition.
http://tinyurl.com/6qt7q
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Also at Amazon.com. I include this book due to it's unique approach to customer service training, using games to create enthusiasm.
"The Big Book of Customer Service Training Games"
by Peggy Carlaw, Vasudha K. Deming
"Book Info
Quick, fun activities for training customer service Reps, salespeople, & anyone else who deals with customers. Paper. From the Back Cover
Supervisors and trainers: turn your customer service reps into your company's biggest asset! Because they're out there dealing with the public, frontline workers such as customer service representatives, salespeople, and technicians have the capacity to make a company look very bad...or very good. With the help of this creative collection of training games, you can be sure that your employees can be counted on to give your company a good reputation--employees who...know how to create a rapport with the customer or client; recognize and respond for the needs of every customer; go beyond the expected; bring enthusiasm and a love of what they do to the job. These easy-to-use games take just 15-30 minutes and include reproducible handouts and worksheets. You can use them either to enliven traditional customer service training programs or to add a training component to a regular staff meeting. Customer service training games will help your frontline service workers keep a positive attitude at all times; speak and communicate clearly, both on the telephone and face-to-face; deal with difficult customers, and much more."
"About the Author
Peggy Carlaw is the founder and president of Impact Learning Systems International, a training and consulting company based in California. Vasudha Kathleen Deming is an instructional designer and training consultant specializing in customer service and technical support."
"Product Description:
Help your employees to excel in dealing with the public with this stimulating, fun-filled collection of customer service training games. Designed not only to teach important skills but also to spark enthusiasm and a high level of involvement in the participants, these games utilize entertaining and instructive techniques such as role-playing, charades, brainstorming, and debate. As a result of these exercises, employees will learn how to create a rapport with the customer, how to focus on the unique needs of individual customers, how to maintain a positive attitude, and more."
http://tinyurl.com/4yfnj
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Amazon.com
"Passion for Excellence"
by Nancy Austin, Thomas J Peters
"Product Description:
A Passion For Excellence is the single most existing, inspiring, career-transforming book ever published for people who want to get ahead. It takes you behind, the scenes in some of the most successful organizations and analyzes what makes them distinctive. Here are real people, real companies, real numbers. Here is what you need to know about the crucial elements of success: constant innovation, staying in touch with customers, encouraging the contributions of everyone in the company, and maintaining the integrity that is basic to leadership. Here are the secrets of building excellence."
http://tinyurl.com/5eway
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"The Book on Business: Voice inflection, body language no small factors in art of selling"
Sunday, April 27, 2003
By the Business Librarians at the Carnegie Library of Pittsburgh
"The Certifiable Salesperson: The Ultimate Guide to Help Any Salesperson Go Crazy with Unprecedented Sales!" By Tom Hopkins
and Laura Laaman. John Wiley & Sons, 2003
"Before you go out on your appointment, research the prospective customer's company and industry. (Here's where the public library can help.) Then it's time to focus on mental preparation for the upcoming meeting. Do you project enthusiasm and sincerity? Are you aware of how your voice and word choices sound to others? If you end a statement with an upward inflection, it projects uncertainty, but a downward tone projects confidence in your statements. Check this out in your day-to-day conversations; you might be surprised how you could be undermining your effectiveness without realizing it."
http://www.post-gazette.com/pg/03117/179301.stm
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AMA - American Management Association
The Business Ethics Activity Book
50 Exercises for Promoting Integrity at Work
By Marlene Caroselli
"Ethics cannot be taught. But can an organization take steps to improve its moral climate?"
About the Author
Marlene Caroselli (Rochester, NY) is the author of Leadership Skills for Managers, The Big Book of Meeting Games, Great Session Openers, Closers, and Energizers, and dozens of other books. She has trained employees and executives at organizations including Lockheed-Martin, Mobil, Eastman Kodak, Allied-Signal, and the Departments of Labor and Energy.
"In an age of ethical decay at organizations of every type, a call is being sounded for accountabiliy. Accordingly, companies must educate their employees and executives regarding acceptable practice. The Business Ethics Activity Book presents an array of provocative activities that will help encourage a more ethical approach to: -Leadership: promoting courage, commitment, and moral responsibility
-Workplace conduct: building an ethical environment on individual behavior
-Salesmanship: exploring the relationships between sellers and their customers
-Management: leading employees by example in daily situations
-Teamwork: fostering group behavior that reflects the company?s moral outlook"
http://www.amanet.org/books/catalog/0814472001.htm
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Absolute Honesty
Building a Corporate Culture That Values Straight Talk and Rewards Integrity
By Larry Johnson, Bob Phillips
http://www.amanet.org/books/catalog/0814407811.htm
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Powells.com
"Integrity Selling: How to Succeed in the Competitive Years Ahead"
by Ron Willingham
"Publisher Comments:
"A masterful blend of practical philosophy tied to effective techniques. Must reading for all ambitious salespeople." -- Zig Ziglar, author of Top Performance"
http://tinyurl.com/5kcvq
Powell's Customer Service category:
http://tinyurl.com/5npsd
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"Customer Culture: How Fedex and Other Great Companies Put the Customer First Every Day" (Financial Times Prentice Hall Books) by Michael D Basch
http://tinyurl.com/59et5
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The classic 1968 "The Greatest Salesman in the World" and other books by Og Mandino may not be quite exactly the genre you have in mind, but they are classic, perennial bestsellers that do embody positive principles, as do the Dale Carnegie books, and bear consideration as to what makes a classic in the field.
Books by Og Mandino at Amazon.com:
http://tinyurl.com/4wwn3
And by Dale Carnegie:
http://tinyurl.com/4ywl4
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Searches in Business Source Premier for variations of Subject terms 'Customer Services' (and Customer Relations, Customer Loyalty, Customer Retention) and 'Books Reviews', combined with variations of the Keywords you mentioned in your question: sincerity (sincere, insincere), honesty (honest, dishonest), concern, passion (and commitment), etc., find:
Customer Service: Empowerment and Entrapment (Book). By: Nord, Walter R.; Bowen, David. Academy of Management Review, Jan2004, Vol. 29 Issue 1, p130, 4p Abstract: Reviews the book "Customer Service: Empowerment and Entrapment," edited by Andrew Sturdy, Irena Grugulis and Hugh Willmott.
The Service Edge (Book). By: Lennon, Ron. Journal of Services Marketing, Fall91, Vol. 5 Issue 4, p71, 3p Abstract: Reviews the book 'The Service Edge: 101 Companies That Profit From Customer Care,' by Ron Zemke and Dick Schaaf.
Walk the Talk. By: Minton-Eversole, Theresa. Training & Development, Sep91, Vol. 45 Issue 9, p77, 1/3p Abstract: Reviews the book 'The Customer Driven Company: Moving From Talk to Action,' by Richard C. Whiteley.
Contagious Consumer Service. Training & Development Journal, Apr89, Vol. 43 Issue 4, p76, 2p Abstract: Reviews the book 'How to Win Customers and Keep Them for Life,' by Michael LeBoeuf.
Managing to Keep the Customer (Book). By: Montebello, Anthony R.. Personnel Psychology, Summer88, Vol. 41 Issue 2, p430, 5p Abstract: Reviews the book 'Managing to Keep the Customer: How to Achieve and Maintain Superior Customer Service Throughout the Organization,' by Robert L. Dasatnick.
February Must-Reads. By: Cohen, Andy. Sales & Marketing Management, Feb2000, Vol. 152 Issue 2, p22, 2/3p Abstract: Reviews several books about sales & marketing. `The Customer Century: Lessons From World-Class Companies in Integrated Marketing and Communications,' by Anders Gronstedt...
HOW CUSTOMERS THINK: ESSENTIAL INSIGHTS INTO THE MIND OF THE MARKET (Book). By: Holbrook, Morris B.; Franke, George R.; Donthu, Naveen; Gardner, Meryl P.. Journal of Marketing Research (JMR), Nov2003, Vol. 40 Issue 4, p498, 2p Abstract: Reviews the book "How Customers Think: Essential Insights Into the Mind of the Market," by Gerald Zaltman.
The Relationship Edge in Business (Book). HR Magazine, Aug2004, Vol. 49 Issue 8, p141, 2/3p Abstract: Reviews the book "The Relationship Edge in Business: Connecting With Customers and Colleagues When It Counts," by Jerry Acuff and Wally Wood.
Scoring Points: How Tesco is Winning Customer Loyalty (Book). By: Stone, Merlin. Journal of Database Marketing & Customer Strategy Management, Dec2003, Vol. 11 Issue 2, p185, 3p Abstract: Reviews the book "Scoring Points: How Tesco is Winning Customer Loyalty," by Tim Phillips, Clive Humby and Terry Hunt.
Free Gift Inside: Forget the Customer. Develop Marketease (Book). By: Fitchett, James A.. Journal of Marketing Management, Nov2003, Vol. 19 Issue 9/10, p1111, 4p Abstract: Reviews the book "Free Gift Inside: Forget the Customer. Develop Marketease," by Stephen Brown.
The New Market Leaders (Book Review). By: Voss, Bristol Lane. Journal of Business Strategy, Nov/Dec2001, Vol. 22 Issue 6, p47, 2p Abstract: Reviews the book 'The New Market Leaders: Who's Winning and How in the Battle for Customers,' by Fred Wiersema.
The Service Profit Chain (Book) By: Gebhart, Jane. Sloan Management Review, Spring97, Vol. 38 Issue 3, p107, 1/3p Abstract: The article contains a review of the book 'The Service Profit Chain,' by James L. Heskett, W. Earl Sasser, Jr., and Leonard A. Schlesinger. The authors' ongoing research on service organizations culminates in this book, in which they further develop the 'service profit chain.' Heskett et al. emphasize the importance of evaluating the lifetime value of a customer.
Take me to your leadership books. By: Huey, John. Fortune, 7/25/94, Vol. 130 Issue 2, p239, 2p, 4c Abstract: Reviews the books `Certain Trumpets: The Call of Leaders,' by Garry Wills, `Alchemy of a Leader: Combining Western and Japanese Management Skills to Transform Your Company,' by John E. Rehfeld, `The New Partnership: Profit by Bringing Out the Best in Your People, Customers & Yourself,' by Tom Melohn, and `The Real Heroes of Business, and not a CEO AMong Them,' by Bill Fromm and Len Schlesinger.
HOW TO TURN CUSTOMER SERVICE INTO CUSTOMER SALES (Book). By: Donaldson, Bill. Journal of Marketing Management, Summer89, Vol. 5 Issue 1, p103, 2p Abstract: Reviews the book "How to Turn Customer Service Into Customer Sales," by Bernard Katz.
Books in Review. By: SEALEY, PETER. Harvard Business Review, Jul/Aug99, Vol. 77 Issue 4, p171, 5p Abstract: 'Competing on Value,' by Stan Maklan and Simon Knox, advises companies to look beyond specific products and provide value by enlisting the entire organization in satisfying consumer needs. 'Radical Marketing,' by Sam Hill and Glenn Rifkin, tells how niche companies won share in competitive markets by carefully studying their customers and bringing their own passions to bear. Seth Godin's 'Permission Marketing,' tells marketers to replace basic brand strategies with full-fledged dialogues with consumers.
Two New Must-Read Books on CRM and the Customer Service Quality Imperative. Report on Customer Relationship Management, Mar2003, Vol. 2003 Issue 3, p5, 4p Abstract: Reviews the books 'Customer Relationship Management: Getting It Right!' by Judith Kincaid and 'Achieving Excellence Through Customer Service,' by John Tschohl. INSET: 'If It's Not Cross-Functional, It's Not CRM': How a...
Why CRM doesn't work (Book). By: Stone, Merlin. Journal of Database Marketing & Customer Strategy Management, Sep2003, Vol. 11 Issue 1, p89, 2p Abstract: Reviews the book "Why CRM Doesn't Work," by Fred Newell.
Scoring Points (Book). Management Services, Nov2003, Vol. 47 Issue 11, p3, 1/2p
Abstract: The article presents information on the book 'Scoring Points' published by Kogan Page. For the first time Tesco shares the secret of its transformation from Great Britain's second largest supermarket chain into a company that is not just Britain's largest supermarket, but also the world's largest Internet grocery supplier. The book shows how hard creating Clubcard, Great Britain's first modern supermarket loyalty scheme, was. It tells how Tesco's commitment to make winning customer loyalty its core purpose changed the way it makes decisions, how it used Clubcard to surpass Sainsbury's and become the country's largest supermarket for the first time, and how it created a unique way to communicate with customers and to win them over.
The Globalization of Relationship Marketing. By: Crosby, Lawrence A.; Johnson, Sheree L.. Marketing Management, Mar/Apr2002, Vol. 11 Issue 2, p10, 2p, 1c Abstract: Discusses issues in the globalization of customer relationships. Views on globalization; Considerations in globalizing customer relationships; Risks in global marketing through the Intenet.
Book of the Week. By: Wells, Keith. Marketing (UK), 12/13/2001, p44, 1/8p
Abstract: Reviews the book 'Commitment-Led Marketing--The Key to Brand Profits is in the Customer's Mind,' by Jannie Hofmeyr and John Butch Rice.
The Value-Creating Consultant (Book Review). By: Battley, Susan. Consulting to Management - C2M, Mar2001, Vol. 12 Issue 1, p55, 2p Abstract: Reviews the book `The Value-Creating Consultant: How to Build and Sustain Lasting Client Relationships,' by Ron A. Carucci and Toby J. Tetenbaum.
Competitive Customer Care: A Guide to Keeping Customers (Book). By: Donaldson, Bill. Journal of Marketing Management, Jul93, Vol. 9 Issue 3, p338, 3p Abstract: Reviews the book "Competitive Customer Care: A Guide to Keeping Customers," by Merlin Stone and Laurie Young.
Book reviews. By: Zinkhan, George M.; Czinkota, Michael R.. Journal of Marketing, Apr93, Vol. 57 Issue 2, p133, 2p Abstract: Reviews the book "Honoring the Customer: Marketing and Selling to the Japanese," by Robert M. March.
Horizontal Management (Book Review). Management Review, May92, Vol. 81 Issue 5, p60, 2p Abstract: Reviews the book 'Horizontal Management: Beyond Total Customer Satisfaction,' by D. Keith Denton.
Corporate Ambassador. By: Minton-Eversole, Theresa. Training & Development, Dec91, Vol. 45 Issue 12, p69, 2p Abstract: Reviews the book 'Delivering Knock Your Socks Off Service,' by Kristin Anderson and Ron Zemke.
Campaign for Customers. By: Minton-Eversole, Theresa. Training & Development, Sep91, Vol. 45 Issue 9, p80, 2p Abstract: Reviews the book 'Customer First: A Strategy for Quality Service,' by Denis Walker.
Pursuing Customers: An Ethnography of Marketing Activities/Making Sales: Influence as Interpersonal Achievement (Book). By: Leidner, Robin. Qualitative Sociology, Winter90, Vol. 13 Issue 4, p387, 4p Abstract: Reviews several books. "Pursuing Customers: An Ethnography of Marketing Activities," by Robert C. Prus; "Making Sales: Influence as Interpersonal Achievement," by Robert C. Prus.
The Ultimate Weapon. By: Polakoff, Joel C.. Management Review, Apr90, Vol. 79 Issue 4, p61, 2/3p Abstract: Reviews the book 'Total Customer Service,' by William H. Davidow and Bro Uttal.
Contagious Consumer Service. Training & Development Journal, Apr89, Vol. 43 Issue 4, p76, 2p Abstract: Reviews the book 'How to Win Customers and Keep Them for Life,' by Michael LeBoeuf.
Winning & Keeping Industrial Customers (Book). By: Jaworski, Bernard J.; Lusch, Robert F.; Crosby, Lawrence A.. Journal of Marketing, Jan88, Vol. 52 Issue 1, p147, 4p Abstract: Reviews the book "Winning & Keeping Industrial Customers: The Dynamics of Customer Relations," by Barbara Bund Jackson.
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I hope these are useful. Let me know if I can be of further assistance. jdb-ga
I only now read your comment on another question, which has by now expired. I appreciate it very much. I might have read it sooner but for the holiday busyness. Best wishes for the New Year. jdb-ga
I am responding to your question regarding business psychology and how sincerity, passion, honesty and genuine concern towards customers (and their opposites) affect business success. A business and social sciences librarian (semi-retired), first career as a psychologist and organizational consultant, I find your question laudable and interesting.
The short and general answer is that the positive characteristics you mention are demonstrably important in business success and in customer relations, and their lack is detrimental to longterm, sustainable success, and both studies and anecdotal evidence supports this.
I include quoted article excerpts and citations - for full versions, see the websites or the academic journal locating information I have provided. I include website resources first, then trade and academic business and psychology resources. Some excellent and up-to-date materials can be found using public databases such as HighBeam Research and FindArticles, while others can be found using databases you have access to in college and university libraries. The publicly available articles I include links to further down this page in my search results listings.
I'm afraid including the abstracts or summaries of each of the dozens of articles found in the databases would make this file very long, but if you see specific articles you would like summaries for, I can reply and include them. The publicly available research websites offer many articles free, and others with a free 7-day trial, so you can register and download articles found there that look useful to you. You may also have access to many of these if you have access to a public or college library and their databases, and from home with a library card.
http://www.highbeam.com
http://www.findarticles.com
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This business consulting website contains the full article for free download. (Excerpt below)
Cape Consulting
"Dr Sionade Robinson provides an insight on how loyalty is the only way to measure long term customer satisfaction"
Winning the Customer Loyalty War
"We want sincerity. We are complex emotional creatures. The more complex, sophisticated and bewildering the range of options on offer, the more willing we are to offer our affection and loyalty to those organisations from which we detect a reciprocal and above all sincere affection. Some business people take pride in being hard-nosed and bottom-line orientated and may regard these observations as a trifle too touchy-feely and subjective. But if you really want your bottom line to improve, and if you really want your organisation - and your own career - to attain the heights that will fulfil your ambitions, you must understand psychology of your customers. Get to know that psychology and empathise with it. Then you may be on your way to the kind of success you really want.
The American experience also clearly indicates that there is an intimate, even symbiotic, relationship between customer loyalty and employee loyalty: that it is likely to be impossible to maintain a loyal customer base without a base of loyal employees. Furthermore, the symbiosis between customer loyalty and employee loyalty also includes investor loyalty, because winning employee loyalty is virtually if the owners of the business are indifferent to employee needs."
http://www.capeconsulting.com/insight/customer-loyalty.htm
(See Contact - Our People, for background on this group. "We formed Cape Consulting in 1995 because we are passionate about customer service.")
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This is another article discussing sincerity and customer relations by Dr. Sionade Robinson in the Cape Consulting archives.
(Excerpt)
CUSTOMER RELATIONS
Your customers want to love you, just as long as you?re sincere about
meeting their needs ? so make it easy for them . By Sionade Robinson.
"Organisations cannot expect to maximise customer loyalty unless they are sincere about it. If they are not, they are going to be found out, and probably sooner rather than later. There is a simple but momentous logical sequence that links quality of customer service with generation of customer loyalty and profitability: customers who are impressed with the service they experience from an organisation are likely to give it repeat business indefinitely and enthusiastically recommend it to their relatives, friends, business contacts and anyone else who matters in their lives. This fundamental point connects customer service"
http://www.capeconsulting.com/articles/Sionadesheartyarticle.pdf
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This article discusses the need to be passionate and the importance of sincerity. (Excerpt)
Five C's of Market Research
1-Hit > Library > Articles > Five C's of Market Research
Concept, Criticism, Competition, Credibility, Common Interest
"Be Passionate
You should enjoy your concept and be excited enough to relay your feelings to your market. After all, how can a consumer get hyped about your product or service if you aren't? You can survive in business without a large bank account - but unless your passionate about your business, no amount of money will make it sell.
You need to be "sincere" in your approach and willing to work hard for the community you live in. Hard work and perseverance will eventually pay off as members of the community will remember you by your deeds and eventually will refer you to others that need your services. If you don't the available time to offer your community, there are other ways you could provide them with your services. Such as:
Local charities need something of value to give out as gifts. Perhaps, you could provide T-shirts for the winners? Provide special discount cards to other businesses in your communities.
Talking at a local school or college regarding your business.
Sponsor a local event where your community would benefit.
Summary:
You can turn any idea into a profitable, home-based business. Most larger companies have started their businesses from their living room floors, their basements or their garages. You have the same ability to create a world-wide market, needing your products. If you have an Entrepreneurial spirit, you'll find a way to offer the public something you feel would benefit them. It doesn't necessarily have to be a "new invention" or a new idea. You could take something on the market today, and make it better. To be successful, your business should exceed your customers' expectations.
To increase your credibility, you should become more involved with your community. Networking is free - and could provide the most valuable exposure for you and your company."
http://www.1-hit.com/library/articles/article.htm?nr=68
"Rozey Gean, founder of the Women Entrepreneurs Online Network, (WEON), is a thirteen year veteran to entrepreneurship. Her expertise includes mentoring women in business and sharing her vast knowledge through written works."
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This site provided a note of interest that the word origin of "sincere" has roots in ancient business dealings.
Institute for Independent Business
IIB Business Advice
Gems selected from leading business publications
"Bee Sincere!
Roman sculptors often concealed cracks in apparently flawless marble statues with melted beeswax. When the wax dried and crumbled angry buyers sought compensation. Finally, reputable sculptors guaranteed their work as sine cera or 'without wax,' from which the word sincere was derived. Worth remembering next time you sign a letter 'Yours sincerely.' "
http://www.iib.org.uk/ba_gems.htm
(Later in my business database search I found: "Are We 'Without Wax'?" By: Woodside, Chuck. Contract Management, Oct2003)
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This article discuss the value of emotionally relating to customers. (Excerpt)
Superboss - Dr David Freemantle
Article 16
THE PSYCHOLOGY OF CRM
"THIS ARTICLE IS AN ADAPTATION OF A TALK GIVEN BY DR FREEMANTLE ON THE ABOVE TOPIC AT THE "CUSTOMER
RELATIONS MANAGEMENT" CONFERENCE AT OLYMPIA"
"THE ROLE OF THE HEART IN CRM
The prime reason for this is that relationships come from the heart. There is a fundamental difference between a robot and a human being. Both robots and human beings have brains. However a robot does NOT have a heart. Regrettably, with the emphasis most companies put on 'systems' they treat their employees as if they were robots, programming them to complete a various range of tasks. Each task is carefully documented through a manual which employees are trained to apply. The end result is that even when a customer comes into contact with an employee, for example through a call centre, there tends to be a mechanistic approach to customer relationships in which customers are subjected to 'scripted welcomes' and then railroaded through a set of procedures. As everything is programmed by the company employees are given little opportunity to 'exercise their heart' in creating relationships with customers. Such 'exercise of the heart' (for example a friendly chat) is deemed as inefficient as it consumes time. Gradually employees become 'automatons' applying a set of carefully designed routines - and thus come across to customers as indifferent, disinterested and with little concern or understanding of how a customer really feels at that point of time and at that point of contact."
SUMMARY
"Summarily one of the most neglected area of customer relations is psychology. Too many companies rely on systems to build relationships and the drift into e-commerce is exacerbating this. However most customers are social animals and the social interaction that arises from a transaction with a real person adds immense emotional value in establishing and reinforcing that relationship. Companies therefore need to focus much more attention on the psychology of emotions in their business dealings and how these influence, through motivational stimuli, the behaviors and attitudes of customers and employees. In task-driven companies (and there are a large number of companies I have come across which are task-driven) this aspect of psychology is ignored and results in customer alienation and a perception of service deterioration. Conversely in people-oriented companies much attention is given to motivation and making people, both customers and employees, really feel good. In these companies there is a genuine interest in people and a sincere attempt to make them feel special. For example, Gerry Busk, Senior Vice President Marketing with Bank Atlantic (USA) told me 'I only have one job and that is to motivate my people. As soon as I step through that door in the morning that is my sole objective.' Alan Jones, Managing Director of TNT (UK) said exactly the same thing. 'When I visit a depot I only have one aim - and that is to leave that depot with the people on a high.' Putting people on a high, motivating them, making them feel special should be the sole objective of customer relations management."
http://www.superboss.co.uk/article16.html
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There are more business articles at the above site, such as this one.
Superboss - Dr David Freemantle
ARTICLE 9
EMPATHY AND EFFICIENCY
CEO-IT journal (Asia)
Two keys tools to add to any CEO's tool-kit are 'AEV' (adding emotional value) and 'EM' (empathy measures) "For a business to succeed it must have more than efficiency, it must have genuine empathy with both its employees and its customers. Thus the reason that Singapore Airlines is the number one airline in the world is not just because of its undoubted efficiency, nor just because of its attractive products and services. In my opinion the reason the airline is number one is because of all the great people at the heart of its business. "
"However it was not just the flight crew who were able to develop this empathy with customers by adding emotional value to their service. The person who checked me in at Row 4 of Changi's Terminal 2 yesterday was equally warm and friendly. He was from SATS (Singapore Airlines Terminal Service). This approach of 'AEV' also extends to the CAAS (Civil Aviation Authority of Singapore) who have a team of immigration officers for whom two key performance measures are 'smiling' and 'courtesy'. These are what I call empathy ('EM') measures. By working in partnership the CAAS, SATS, SIA and other business partners are able to provide a total customer service experience at Changi that is exceptionally positive and based on adding emotional value to efficiency.
To achieve this it is equally important that senior executives, middle managers and supervisors demonstrate a similar 'genuine heart-felt' empathy for their various teams of employees. When you have a senior boss who feels 'warm' about his or her people and whom they, in turn, feel warm about then an organisation will develop a 'warm' culture (as opposed to a 'cold' one). All the progressive organisations I have studied around the world in the research for my various books are now moving towards a 'warm' culture based on empathy. They are going beyond efficiency to 'add emotional value' ('AEV') in all their dealings with employees, customers and suppliers alike."
http://www.superboss.co.uk/article09.html
--------------------------------
Another article from the same site explains the history of customer service and how caring for the customer was once the priority.
This article continues on to discuss how this changed into customer management and the adverse consequences. This article also regards the importance of creating a "buzz".
Article 4.
THE BUZZ
CREATING A BUZZ!!!
"David Freemantle, author of the new book THE BUZZ and an international expert on customer service asserts that too many companies in the UK have ?lost the plot? when it comes to customer service. They just do not get the all important little things right and their staff definitely do not BUZZ!"
"Losing the plot
To examine the reasons for this decline in customer service it is worth spending a minute or two delving into the history of customer service.Prior to the early 1980?s customer service was something few managers gave any thought to. It was just taken for granted. They ?assumed? it occurred and it was therefore not a focus for management attention. You only have to study the management and business textbooks of the era prior to 1982 to find little reference to customer service. The concept of modern customer service was invented in 1982 by Tom Peters in his pioneering book ?In Search of Excellence?. It stimulated people to focus on customers and service and not just on production, industrial relations and financial strategy"
"The 1990?s ? from customer service to CRM
But like every passing ?seven year wonder? the fashion for customer service gradually changed into something different. During the 1990?s it evolved into CRM (customer relations management) and as companies struggled to reduce costs, improve efficiency and enhance profits they allowed high-technology and computers to take over many of the traditional roles exercised by empowered and customer-friendly front-line people. IVR (interactive voice recording), internet ordering, call centres and outsourcing to India become the order of the day. Empowered front-line employees were proving just too expensive and too unreliable to provide what was deemed cost-effective customer service.In other words many companies lost the plot. In the late 1990s they increasingly alienated customers by creating a barrier of high technology which made it exceptionally difficult for customers to talk to human beings in times of need. "
http://www.superboss.co.uk/article04.html
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IABC Research Foundation Unveils New Study on Trust - International Association of Business Communicators Communication World, August, 2000 by Pamela Shockley-Zalabak, Kathleen Ellis, Ruggero Cesaria
"The research on the topic "Measuring Organizational Trust" was performed with a grant from the IABC Research Foundation and performed by professor-consultants and researchers based in Colorado and Italy. The purpose of the research was to identify specific organizational attitudes, values and norms that influence perceptions of organizational trust and distrust; to create an index that measures organizational trust; to empirically examine the relationships among organizational trust/distrust, perceived organizational effectiveness.
Today's business environment, driven by a global economy, increased competition, emerging technologies and rapid product development, brings constant change and places new emphasis on organizational effectiveness. One important contributor to this effectiveness is organizational trust among employees, within international departments, among clients, customers or shareholders.
We must make sound judgments about trusting others and make efforts to be trusted. We are faced daily with creating "on-the-spot" agreements and relationships with coworkers, leaders, customers and other organizations. The ability of organizations to develop relationships of "spontaneous sociability," the ability to form trusting relationships with diverse strangers, predicts whether an organization will compete effectively.
The organization's willingness, based on its culture and communication behaviors in relationships and transactions, to be appropriately vulnerable if it believes that another individual, group or organization is competent, open and honest, concerned, reliable, and identified with common goals, norms and values.
Organizational trust is no longer seen as a one-dimensional concept. Many experts now describe it as: Communication-based, meaning trust is the outcome of communication behaviors, such as providing accurate information, giving explanations for decisions and demonstrating sincere and appropriate openness."
http://tinyurl.com/3rhwf
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Trust in the Workplace
A Monography by
ROBERT W. ROGERS
PRESIDENT, DDI
SHERYL RIDDLE
SR. VICE PRESIDENT,
CONSULTING
SERVICES, DDI
"Ten years ago, we at DDI released a monograph, The Psychological Contract of Trust, on the trust levels in the workplace for the 1990s. In the monograph, we reviewed how the psychological contract of trust that had existed for years during the 1950s, 60s, and 70s had been decimated by greed, short-term focus, global competition, and, at times, the unethical behavior of leaders; the 1980s brought a rampant ?merger mania?; then there was the inflation and subsequent bursting of the Internet-fueled technology bubble over the course of the 1990s and into the new millennium. As these phenomena unfolded, employee commitment, enthusiasm, and passion declined precipitously. No longer did employees believe that their current employers represented long-term career options. Additional factors in the new century have further frayed employees? perceptions of and feelings toward their employers..."
The 20 page monograph goes on to describe the importance of, and how to deveop, integrity and trust that conveys itself throughout the organization and thereby to customers.
http://www.ddiworld.com/pdf/ddi_trustmonograph_mg.pdf
"ABOUT THE AUTHORS
ROBERT W. ROGERS is President of Development Dimensions International. A recognized expert on assessment, leadership, performance management, and organizational change, he has presented at major conferences around the world and authored numerous articles, monographs, and book chapters. Bob was the lead author of the book Organizational Change That Works: How to Merge Culture and Business Strategies for Maximum Results.
SHERYL RIDDLE is Senior Vice President of Consulting and Client Delivery for DDI. Sheryl is a member of DDI?s Operating Committee and supports DDI?s clients globally for all consulting and delivery engagements. She leads a unique team of more than 200 consultants, project managers, trainers, instructional designers, and support resources. Sheryl is responsible for: formulating and executing DDI?s consulting business strategies; ensuring that clients get measurable results from DDI?s responsive, high-quality consulting and delivery associates; and leading and developing a team of consulting associates who design and deliver solutions in the areas of selection, development, performance management, senior executive assessment and succession
management, and change management.
For additional information about Development Dimensions International..."
--------------------------------------
An often discussed term in current business literature is 'EQ' or 'Emotional Intelligence Quotient', in short, one's abiity to relate accurately and effectively with others. This is a portal site, with many resources, including links to APA - American Psychological Association - articles, talks, and more.
"Emotional Intelligence, Emotional Enlightenment, and Business"
http://eqi.org/busi.htm
Site Homepage:
http://eqi.org/index.htm
About this Site
This site is owned by Steve Hein, author of EQ for Everybody.
http://eqi.org/sph.htm
http://stevehein.com/
Indiana University
Business Honors Program. Honors Thesis: Organizational Development Consulting
University of Texas, MBA
Corporate Experience
Reliance Electric, Subsidiary of Exxon . Management Development Program
Touche Ross Accounting Firm. Management Advisory Services
Atlantic Richfield. (ARCO) Employee Relations Generalist.
Human Resource Development Consultants. Consultant.
--------------------------------------
Scholarly academic databases for the fields of business and psychology are relevant to your topic, and these include Subject Indexes or Thesauri which help find relevant and productive Subject Headings to be used in searching. Business Source Premier and PsycInfo are two of the largest databases for these fields. Business Source Premier includes both Academic Journals and Trade Publications.
In Business Source Premier's Thesaurus, I do find the following Subject Headings that are useful in our search. If a term or terms we want to include are not found to be assigned Subject terms, we can then use them in Keyword searches. These can all be combined in variation to find material relevant to your question. I'm afraid including the abstracts or summaries of each article woud make this file very long, but if you see specific articles you woud like summaries for, I can reply and include them.
HONESTY
DISHONESTY Use HONESTY
RELIABILITY
TRUTHFULNESS & falsehood
WORK environment
INTEGRITY
SINCERITY
PASSIONS Use EMOTIONS
MOTIVATION (Psychology)
MOTIVATION in industry Use EMPLOYEE motivation
CUSTOMER relations
CUSTOMER relationship management
CUSTOMER retention
CUSTOMER satisfaction Use CONSUMER satisfaction
CUSTOMER service Use CUSTOMER services
SUCCESS
SUCCESS in business
---------------------------
A search for Sincerity and Success in Business finds:
1. "Ethics in the Workplace Start With Honesty". By: Green, Rachael. Journal of Organizational Excellence, Winter2004, Vol. 24 Issue 1, p83, 8/9p
2. The human touch. By: Lauer, Charles S.. Modern Healthcare, 7/19/2004, Vol. 34 Issue 29, p24, 1p
3. Psychometric Properties of the HEXACO Personality Inventory. By: Kibeom Lee; Ashton, Michael C.. Multivariate Behavioral Research, Apr2004, Vol. 39 Issue 2, p329, 30p
4. Inspire others. By: Garwood, Jack. Credit Management, Mar2004, p40, 2p
5. Are We "Without Wax"? By: Woodside, Chuck. Contract Management, Oct2003, Vol. 43 Issue 10, p2, 2/3p, 1c
6. Solomon Schimmel explains why 'I'm sorry' doesn't cut it. Across the Board, Jan/Feb2003, Vol. 40 Issue 1, p13, 2p, 1c
7. Moral Relativism's Sour Fruit. (cover story) American Enterprise, Mar2002, Vol. 13 Issue 2, p28, 2p
8. Be Sincere. Prospects Can Spot Gimmicks In a Snap. By: Westphal, Linda. Direct Marketing, Sep2001, Vol. 64 Issue 5, p32, 2p
9. You find irony everywhere these days. But I want irony that cares, passionate irony, Third Way irony. By: Moore, Suzanne. New Statesman, 04/10/2000, Vol. 129 Issue 4481, p15, 1p
10. In Defense of Irony. By: Stein, Joel. Time, 10/04/99, Vol. 154 Issue 14, p42, 3/4p, 1c
11. Isn't It Anti-Ironic? A Short History of Sincerity. By: Stevenson, Seth; Stefanakos, Victoria Scanlan; Gordon, Devin; Totilo, Stephen. Newsweek, 09/20/99, Vol. 134 Issue 12, p8, 1/4p, 8c
12. News: Business Round Up. Accountancy, Sep99, Vol. 124 Issue 1273, p15, 1p
13. The American master of mush and smarm holds out a warning to the Reform Party. By: Byfield, Ted. Alberta Report / Newsmagazine, 08/31/98, Vol. 25 Issue 37, p44, 1p, 1bw
14. The value of sincerity. By: Rotsky, George. Electronic Engineering Times, 3/4/96 Issue 891, p100, 1/5p
15. Are you a master of (in)sincerity? By: Bing, Stanley. Fortune, 11/13/95, Vol. 132 Issue 10, p63, 2p, 2c
16. Do you mean it?... American Printer, Jul95, Vol. 215 Issue 4, p16, 1/9p
17. Attributions and Organizational Conflict: The Mediating Role of Apparent Sincerity. By: Baron, Robert A.. Organizational Behavior & Human Decision Processes, Feb88, Vol. 41 Issue 1, p111, 17p, 4 charts
18. Factor Analysis of the Interpersonal Trust Scale with a Noncollege Population. By: Hunt, Robert W.; Kohn, Paul M.; Mallozzi, Catherine B.. Journal of Personality Assessment, Oct83, Vol. 47 Issue 5, p507, 2p
19. What 30 Years' Experience In Consulting Has Taught Me. By: Patton, John A.. Industrial Management, Jul71, Vol. 13 Issue 7, p1, 3p
20. HOW TO SAY A FEW WORDS. By: Zelley, Edward S.. Management Review, Aug66, Vol. 55 Issue 8, p54, 3p
----------------------
Search for Honesty and Success in Business:
1. Using Power and Authority. By: Preston, Paul. Healthcare Executive, Sep/Oct2004, Vol. 19 Issue 5, p52, 2p
2. communicate your likability. By: Cottringer, William. Supervision, Sep2003, Vol. 64 Issue 9, p6, 2p
3. Note to Jayson Blair. Forbes, 7/21/2003, Vol. 172 Issue 2, p38, 1/8p, 1bw
4. Go straight to the top. (cover story) By: Manfer, Sam. Sell!ng, Jul2003, p1, 2p
5. Use of Neutral Investigators for Third-Party Credibility. By: Gorney, Carole. Public Relations Quarterly, Spring88, Vol. 33 Issue 1, p24, 5p
------------------------
Search for Passion (As Keyword) and Success in Business:
1. Hands on experience. By: Baum, Stephanie. Cabinet Maker, 11/12/2004 Issue 5414, p31, 2p
2. Courageous Leaders. By: Bennis, Warren. Executive Excellence, Oct2004, Vol. 21 Issue 10, p17, 1p
3. Making the Leap to Greatness. By: Casey-Landry, Diane. Community Banker, Aug2004, Vol. 13 Issue 8, p10, 1p
4. Estée Lauder HER LEGACY LIVES ON. Global Cosmetic Industry, Jul2004, Vol. 172 Issue 7, p8, 1p
5. Ability to cope with rapid change a key ingredient in sales success. By: Edmonds, Tom. Furniture/Today, 6/28/2004, Vol. 28 Issue 42, p25, 1/4p
6. No Train, No Gain. By: Wilson, Sara. Entrepreneur, Jun2004, Vol. 32 Issue 6, p102, 2p
7. Overclaiming the art of branding. By: Mitchell, Alan. Brand Strategy, Mar2004 Issue 180, p9, 1p, 1c
8. Success is about passion with business nous. By: Pendrous, Rick. Food Manufacture, Feb2004, Vol. 79 Issue 2, p3, 1/3p
9. TALKING money. By: Clitheroe, Paul. Money (Australia), Nov2003, p8, 2p, 2c
10. Providing for a passion. Finance Week, 10/6/2003, p6, 2p, 1bw
-------------------------
A search in HighBeam Research for: finds 11 items, this the most relevant (Searches using fewer of these terms in a single search find more results):
"A conversation with C. Richard Panico: leading an ethically-based organization." (Interview)(Company Profile) Read the Full Article, Get a FREE Trial for instant access »
Journal of Leadership & Organizational Studies; 9/22/2002; Mathys, Nicholas J.
"Rich Panico began his professional career with Johnson & Johnson in Chicago in 1973. During his fifteen years there he was part of the operations group and held positions of increasing responsibility within the engineering and maintenance organizations. While at Johnson & Johnson, Rich developed a reputation for building strong organizations, promoting and enforcing high standards of quality and performance, and, most importantly, for placing an emphasis on developing relationships based on honesty and trust. Rich received the prestigious Supervisor of the Year award in 1975..."
http://tinyurl.com/4k7m9
--------------------------------------
I hope these resources are useful. Please ask for Clarification of Answer if I can be of further assistance. jdb-ga
I found your answer thorough and generally excellent. However, you did not provide citations for any books whatsoever. Please refer back to my question, where I specifically requested citations of popular and technical books. A survey of relevant books is of utmost importance, since the purpose of this research is to establish the foundations for a book of my own. I must know what is out there and what has already been said.
I understand that this will require significant additional work. However, I chose to offer $200 in order to receive a truly comprehensive answer. I do appreciate your thoroughness and the quality of the information you have already provided, but at present your answer is incomplete.
The citations you listed are NOT on topic. I am not concerned with ethical business practices, or on the abuse of power by those in control of capital. A businessperson can be perfectly shrewd and aggressive without being unethical.
If you can narrow your search to more appropriate material, please do. Otherwise, you must withdraw your bid to answer the question.
I am adding references from psychology databases. The citations include website sources where the material can be ordered.
In the largest psychology database PsycInfo, using the Thesaurus, I find these Subject terms that we can combine with additional additional Keywords where there is not an assigned Subject term:
Business
Commitment
Customer Satisfaction
Honesty
Intrinsic Motivation
Motivation
Sincerity
Success use instead Achievement
-----------------
Search using Honesty and Customer Satisfaction:
TI: Faking in situational judgment tests: An empirical investigation of the work judgment survey AU: Nguyen, Nhung Thanh
SO: Dissertation Abstracts International Section A: Humanities & Social Sciences. Vol 62(9-A), Apr 2002, pp. 3109 RL: http://www.il.proquest.com/umi/
TI: Leadership values for quality in a U.S. manufacturing organization: A grounded model AU: Franchere, Gerald Sargeant
SO: Dissertation Abstracts International Section A: Humanities & Social Sciences. Vol 56(3-A), Sep 1995, pp. 1017 RL: http://www.il.proquest.com/umi/
TI: Quality of service: A new frontier for integrity in organizations
AU: Harrison, Roger
SO: Srivastva, Suresh (ED). (1988). Executive integrity: The search for high human values in organizational life. The Jossey-Bass management series (pp. 45-67). San Francisco, CA, US: Jossey-Bass. xxii, 354 pp.
TI: Confronting the shadow organization: How to detect and defeat negative norms
AU: Allen, Robert F; Pilnick, Saul
SO: Organizational Dynamics. Vol. 1(4), Spr 1973, pp. 2-18
RL: http://elsevier.com
-------------------
Search for Passion and Customer Satisfaction:
TI: A passion for service: Using content analysis to explicate service climate themes AU: Schneider, Benjamin; Wheeler, Jill K; Cox, Jonathan F
SO: Journal of Applied Psychology. Vol 77(5), Oct 1992, pp. 705-716
RL: http://www.apa.org/journals/apl.html
-------------------
Search for Commitment and Customer Satisfaction:
Record 1 of 16
TI: Title
Redesigning computer call center work: A longitudinal field
experiment
AU: Author
Workman, Michael; Bommer, William
SO: Source
Journal of Organizational Behavior. Vol 25(3), May 2004, pp.
317-337
RL: Resource Location
Record 2 of 16
TI: Title
Customer-Oriented Selling: Exploring the Roles of Emotional
Intelligence and Organizational Commitment
AU: Author
Rozell, Elizabeth J; Pettijohn, Charles E; Parker, R Stephen
SO: Source
Psychology & Marketing. Vol 21(6), Jun 2004, pp. 405-424
RL: Resource Location
Record 3 of 16
TI: Title
Which trust and when? Conceptualizing trust in business
relationships based on context and contingency
AU: Author
Halliday, Sue Vaux
SO: Source
International Review of Retail, Distribution & Consumer Research.
Vol 13(4), Oct 2003, pp. 405-421
RL: Resource Location
Record 4 of 16
TI: Title
Why managers should care about fairness: The effects of aggregate
justice perceptions on organizational outcomes
AU: Author
Simons, Tony; Roberson, Quinetta
SO: Source
Journal of Applied Psychology. Vol 88(3), Jun 2003, pp. 432-443
RL: Resource Location
Record 5 of 16
TI: Title
The Service Profit Chain viewed in an educational domain: Is there
a correlation between faculty commitment and student satisfaction?
AU: Author
Cirone, John David
SO: Source
Dissertation Abstracts International Section A: Humanities &
Social Sciences. Vol 64(6-A), 2003, pp. 2174
RL: Resource Location
Record 6 of 16
TI: Title
Service fairness: Development and construct validation of a
measure of customers' justice perceptions
AU: Author
Baker, Shelley Neill
SO: Source
Dissertation Abstracts International: Section B: The Sciences &
Engineering. Vol 64(3-B), 2003, pp. 1532
RL: Resource Location
Record 7 of 16
TI: Title
Business-unit-level relationship between employee satisfaction,
employee engagement, and business outcomes: A meta-analysis
AU: Author
Harter, James K; Schmidt, Frank L; Hayes, Theodore L
SO: Source
Journal of Applied Psychology. Vol 87(2), Apr 2002, pp. 268-279
RL: Resource Location
Record 8 of 16
TI: Title
The effects of employee satisfaction, organizational citizenship
behavior, and turnover on organizational effectiveness: A
unit-level, longitudinal study
AU: Author
Koys, Daniel J
SO: Source
Personnel Psychology. Vol 54(1), Spr 2001, pp. 101-114
RL: Resource Location
Record 9 of 16
TI: Title
Employee commitment to the organization and customer reactions:
Mapping the linkages
AU: Author
Allen, Natalie J; Grisaffe, Douglas B
SO: Source
Human Resource Management Review. Special Work commitment:
Conceptual and methodological developments for the management of
human resources. Vol 11(3), Fal 2001, pp. 209-236
RL: Resource Location
Record 10 of 16
TI: Title
The role of organizational citizenship behavior in the linkage of
employee and customer satisfaction
AU: Author
Adcock, Brian Patrick
SO: Source
Dissertation Abstracts International: Section B: The Sciences &
Engineering. Vol 60(8-B), Mar 2000, pp. 4281
RL: Resource Location
Record 11 of 16
TI: Title
The link between salesperson job satisfaction and customer
satisfaction
AU: Author
Kantak, Donna Massey
SO: Source
Dissertation Abstracts International Section A: Humanities &
Social Sciences. Vol 59(4-A), Oct 1998, pp. 1258
RL: Resource Location
Record 12 of 16
TI: Title
The managerial control and empowerment paradox: A competing values
approach to effectiveness of small service organizations
AU: Author
Mckenna, Robert Bruce
SO: Source
Dissertation Abstracts International: Section B: The Sciences &
Engineering. Vol 59(4-B), Oct 1998, pp. 1898
RL: Resource Location
Record 13 of 16
TI: Title
Individual and system determinants of organizational citizenship
behaviors in clinical laboratories
AU: Author
Greenup, Patsy Ellen
SO: Source
Dissertation Abstracts International: Section B: The Sciences &
Engineering. Vol 58(9-B), Mar 1998, pp. 4704
RL: Resource Location
Record 14 of 16
TI: Title
The concept of corporate purpose and its linkage to the key
objectives and strategic decisions at Toyota Motor Corporation
AU: Author
Basu, Shankar
SO: Source
Dissertation Abstracts International Section A: Humanities &
Social Sciences. Vol 57(10-A), Apr 1997, pp. 4438
RL: Resource Location
Record 15 of 16
TI: Title
Antecedents to customer expectations for service recovery
AU: Author
Kelley, Scott W; Davis, Mark A
SO: Source
Journal of the Academy of Marketing Science. Vol 22(1), Win 1994,
pp. 52-61
RL: Resource Location
Record 16 of 16
TI: Title
Organizational obstacles: Links with financial performance,
customer satisfaction, and job satisfaction in a service
environment
AU: Author
Brown, Karen A; Mitchell, Terence R
SO: Source
Human Relations. Vol 46(6), Jun 1993, pp. 725-757
RL: Resource Location
URL:http://www.wkap.nl/journalhome.htm/0018-7267
-------------------
I hope these are useful. Please let me know if I can be of further assistance. jdb-ga
#If you have any other info about this subject , Please add it free.# |
July 30th, 2010 edit