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

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

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Date: May 2006

Creator: Simpson, Eric Phillip

Item Type: Thesis or Dissertation

Partner: UNT Libraries

open access

Devaluing Stigma in the Context of Forgiveness, Coping and Adaptation: a Structural Regression Model of Reappraisal

The 2010 National HIV/AIDS Strategy outlined three important goals for managing the current HIV pandemic in the U.S.: (1) reduce the number of people who become infected with HIV; (2) improve access to health care and health-related outcomes for people living with HIV/AIDS (PLH/A); and (3) reduce HIV-related health disparities. Each of these goals tacitly depends upon reducing HIV-related stigma, and this study examined how HIV+ individuals evaluate coping efforts to overcome stigma’s impact o… more

Date: May 2012

Creator: Gates, Michael S.