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Examining Employee Satisfaction, Customer Service and Customer Satisfaction in a Retail Banking Organization

Description: In the increasingly competitive world of retail banking, organizations are focusing their attention on customer service as a means of increasing customer loyalty and retention. With this goal of increasing customer retention, the link between the attitudes of the service provider (employee satisfaction), the customer interaction behaviors that those attitudes lead to (customer service quality), and the attitudes that those behaviors generate in the customer (customer satisfaction) has become an… more
Date: May 2006
Creator: Simpson, Eric Phillip
Item Type: Refine your search to only Thesis or Dissertation

The Relationship of Self-Monitoring to Team Leader Flexibility and Work Environment Preference

Description: This research explores the relationship of self-monitoring with team leader behavior and work environment preference. Those who are high on self-monitoring demonstrate flexibility in their actions with others and are socially perceptive. They perform well in a variety of leadership positions and are viewed as leaders by group members. High self-monitoring types choose "socially" based careers, including teacher and psychologist, in which they adapt their interaction styles to effectively mee… more
Date: August 2000
Creator: Nichols, Judith Ann
Item Type: Refine your search to only Thesis or Dissertation
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