The last three decades have seen a dramatic increase in the attention businesses devote to their quality of service. This title presents an overview and analysis of the field and its research, including its growth, various trends, and debates.

'An excellent book aimed at researchers interested in the field of service quality, and as such deals with conceptual and empirical researches based on different service quality perspectives (marketing, operations management, and organisational studies)' - Managing Service Quality 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...

In this work, scholars cover issues such as teams, leadership, organizational climate and culture, organizational citizenship behaviour, work motivation, stress, and job satisfaction, and tells us what they know about these topics from a personality perspective. There are chapters on interactional psychology and work, personality and interests, some persistent measurement problems in personality assessment, and the relationship between personality and job performance. There are several overview chapters in the text - one provides a general survey of the landscape of personality theory and...

This practical textbook shows how to develop and administer effective staffing procedures, including job analysis, measuring performance &making sound hiring decisions.New editor includes a wealth of cutting edge theory &research. New to this edition: 5 fac

Showing how to choose, develop, and administer effective staffing procedures, including conducting job analyses, measuring job performance, identifying predictors of performance that are valid and legally defensible, and using this information to make sound hiring decisions, this book explains how organizations can gain a competitive advantage.

Providing both practical advice, tools, and case examples, Employee Engagement translates best practices, ideas, and concepts into concrete and practical steps that will change the level of engagement in any organization.

• Explores the meaning of engagement and how engagement differs significantly from other important yet related concepts like satisfaction and commitment
• Discusses what it means to create a culture of engagement
• Provides a practical presentation deck and talking points managers can use to introduce the concept of engagement in their...

Sponsored by the Society for Industrial and Organizational Psychology, a division of the American Psychological Association.

Reveals how examining climate and culture together can advance understanding of the behavior of individuals within organizations, as well as overall organizational performance in such diverse areas as financial planning, marketing, and human resource development.

Personality has always been a predictor of performance. This book of original chapters is designed to fulfill a need for a contemporary treatment of human personality in work organizations. Bringing together top scholars in the field, this book provides a comprehensive study of the role of personality in organizational life. Utilizing a personality perspective, scholars review the role of personality in groups, job satisfaction, leadership, stress, motivation, organizational climate and culture, and vocational interests. In addition, the book looks at more classical topics in personality at...

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...

Die vorliegende Arbeit besch ftigt sich mit der Synthese und Charakterisierung homometallischer (insbesondere Eisen(II, III)) und heterometallischer (Eisen(II, III), Kupfer(I, II), Silber(I)) Gitterkomplexe. Derartige als funktionelle Bausteine f r die molekulare Elektronik diskutierten Molek le wurden mit vielf ltigen Methoden (SQUID-Magnetometrie, Cyclovoltammetrie, M bauer-Spektroskopie) hinsichtlich ihrer Multistabilit t untersucht. Drei neue Liganden und zw lf neue mehrkernige Komplexe werden vorgestellt, einige von diesen zeigen faszinierende Eigenschaften in der Redoxchemie und dem...