Academy of Management Journal 2011‚ Vol. 54‚ No. 2‚ 312–334. DAILY CUSTOMER MISTREATMENT AND EMPLOYEE SABOTAGE AGAINST CUSTOMERS: EXAMINING EMOTION AND RESOURCE PERSPECTIVES MO WANG HUI LIAO YUJIE ZHAN University of Maryland JUNQI SHI Peking University Taking emotion and resource perspectives‚ we examined the daily relationship between customers’ mistreatment of employees and employee sabotage of customers‚ as well as employees’ individual- and unit-level emotion-based and resource-based moderators
Premium Emotion Customer service
Relationship Management (CRM) in Financial Services‚” European Management Journal 18:3‚ 312-327. Peppers‚ Don‚ Martha Rogers‚ and Bob Dorf. (1999). “Is Your Company Ready for One-toOne Marketing?” Harvard Business Review (January-February)‚ 151-160. Spector‚ Robert. (2002). Anytime‚ Anywhere: How the Best Bricks-and-Clicks Businesses Are Delivering Seamless Service to Their Customers. Cambridge‚ MA: Perseus Publishing. Wind‚ Yoram. (1978). “Issues and Advances in Segmentation Research‚” Journal of Marketing
Premium Marketing
Be. Princeton University Press. Print. Fuegen‚ Shauna ’h. The Impact of Mobile Technologies on Distance Education. TechTrends: Linking Research & Practice to Improve Learning. November 2012‚ Vol. 56 Issue 6‚ p49-53. Web. Sampson‚ Demetrios G.; Spector‚ J. Michael; Aedo‚ Ignacio; Nian-Shing Chen. Guest Editorial: Advanced Learning Technologies. Journal of Educational Technology & Society. October 2012‚ Vol. 15 Issue 4‚ 1-2. Web. Beller‚ Michal and Ehud Or 1998. The Crossroads between Lifelong
Premium Education Educational psychology Higher education
References: Pinnington‚ Edwards‚ “Introduction to Human Resource Management”‚ 2000‚ Oxford Spector‚ P. E. (1997). Job satisfaction: Application‚ assessment‚ cause and consequences. 1558‚ Institute for the Study of Labour (IZA)‚ 2005‚ http://ideas.repec.org/p/iza/izadps/dp1558.html
Premium Motivation Employment Wage
From second-rate schoolboy to the world’s most wanted:rise of the man who made Isis. The Independent (London‚ England). Baloch‚ M. (2014). Rise of the Spector of ISIS: Changing Maps of Middle East. The Diplomatic Insight‚ 7(7)‚ 13. Bew‚ J. (2014) The tragic cycle: from Sykes-Picot to the rise of Isis—the western powers and the Middle East. New Statesman (1996‚) (5223). 22. Cronin‚ A. K. (2015). ISIS
Premium Al-Qaeda September 11 attacks Osama bin Laden
ESSAY PAPER ON THE DEFINITIONAL ISSUES SURROUNDING THE DEBATE OF THE REALITY OF HUMAN RESOURCE MANAGEMENT (HRM) ABSTRACT This essay focuses on the definitional issues surrounding the debate on the reality of Human Resource Management (HRM). This concept is used to describe management activities or to denote a particular approach to people management. This essay reviews a number of HRM concepts and some models of HRM put forward by various authors and some schools of thought. Originally
Premium Human resource management Human resources
The caused and effects of Lehman Brothers bankruptcy. Lehman Brothers was founded in 1850 and it is a diversified investment bank provided financial services for global companies‚ institutions‚ governments and investors. Lehman Brothers was one of the most powerful stock and bond underwriters and dealers in the world‚ and it also as the fourth largest investment bank in the United States before. Because of widely recognized to Lehman’s operational capacity‚ the company had many world-renowned
Premium Lehman Brothers Subprime mortgage crisis
1.0 Description of Initial Response Responsible business normally is known as Corporate Social Responsibility (CSR). In today’s world‚ most businesses are focusing on profitability ignoring all social responsibility they should contribute back. It is important for companies to gain trust from the community in return of CSR. Three major personal core values that I think a ‘responsible business’ should have are empower‚ professionalism and commitment. First of all‚ when a company able to empowering
Premium Corporate social responsibility Social responsibility Corporation
the internet. Harvard Business Review‚ No. March pp63-78. • Riolli-Slatzman‚L & Luthans‚ F (2001). After the bubble burst: How small High Tech firms can keep in Front of the Wave‚ The Academy of Management Executive‚ Vol 15‚ Issue 3‚ pp114-124. • Spector R (2000) Amazon.com. United States: Harper Business. • Yip G. (1995). Total Global Strategy: Managing for worldwide competitive advantage. NJ: Prentice Hall. [pic] Source: Amazon (2006) Annual Business Report
Premium Strategic management Business model
Research Methodology and Business Analytics Effect of Reward and Recognition on Job Satisfaction Submitted by Group 8‚ Section ‘A’ Abhilasha Bhatt Anmol Sikka Pallavi Srivastava Suchi Subhro Datta (M002/12) (M013/12) (M023/12) (M041/12) Effect of Reward and Recognition on Job Satisfaction Acknowledgment We would like to express our gratitude to Prof. D. Israelwho was abundantly helpful and offered invaluable assistance‚ support and guidance. Special thanks to all team members
Premium Motivation