PRACTITIONER APPLICATION: The Impact of Participative Management Perceptions on Customer Service, Medical Errors, Burnout, and Turnover Intentions

Purpose- In the GSM seluler telephony sector, the main condition for protecting the subscriber base is to win customer to be loyalty, a key necessity for the maintenance of a brand loyalty in the long term. To achieve this aim, service quality must be measured and identified. This paper’s aim is to measure the effects of service quality towards brand loyalty on DTAC seluler service provider. This study will explore the relationship between service quality and brand loyalty in the seluler service industry.Design/methodology/approach- The main research target sample covered 200 seluler phone users in Prince of Songka University, Hatyai campus. Field research was conducted. The questionnaire was formed by a synthesis of existing constructs in relevant literature. Reliability tests, descriptive statistic, and regressions analyses were performed to both confirm scale reliability and answer the research questions. The data were analysed by moderated regression analysis to test the hypotheses.Findings- The findings of this study show that an overall service quality directly affects brand loyalty. Network quality, customer service, pricing structure and billing system are the service quality dimensions that have significant positive influence on brand loyalty, which in turn has a significant positive impact on brand loyalty 43,5%. Therefore, it plays a crucial role in winning customer loyalty.Originality/value- It is of great importance for seluler operators in a mature market such as that of Thailand, to understand what the drivers of brand loyalty are. The present study produced useful findings, which can be utilized by seluler service provider managers, in their effort to develop and implement successful brand loyalty strategies. With respect to the findings, pricing structure has the most importance than others dimensions of service quality which provides positive outcomes on brand loyalty, not only in the present but also in the future. So, the effect of pricing structure on brand loyalty becomes greater than the effect of others dimenstions of service quality. Therefore, any GSM operator who wishes to preserve its existing subscriber base should concentrate on winning its subscribers’ loyalty, especially for DTAC.Keywords- Seluler Services, Brand Loyalty, Service Quality

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THE IMPACT OF CUSTOMER SERVICE OF MEXICAN COMPANIES BASED ON CUSTOMER CARE

ATLAS JOURNAL ◽

10.31568/atlas.84 ◽

2018 ◽

Vol 4 (8) ◽

pp. 200-214

Author(s):

Jose G. VARGAS HERNANDEZ

Keyword(s):

Customer Service ◽

Customer Care ◽

The Impact

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Medical Errors,Medical Malpractice and Death Cases in North Carolina: The Impact of Demographic and System Variables

SSRN Electronic Journal ◽

10.2139/ssrn.2469959 ◽

2014 ◽

Author(s):

Catherine T. Harris ◽

Ralph A. Peeples

Keyword(s):

North Carolina ◽

Medical Errors ◽

Medical Malpractice ◽

System Variables ◽

The Impact ◽

Death Cases

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Turnover intentions, training and motivations among Australian union staff

Economic and Industrial Democracy ◽

10.1177/0143831x211017216 ◽

2021 ◽

pp. 0143831X2110172

Author(s):

Nick Brander-Peetz ◽

David Peetz ◽

Paula Brough

Keyword(s):

Online Survey ◽

Turnover Intentions ◽

Voluntary Turnover ◽

Intention To Leave ◽

Theory And Practice ◽

Organisational Support ◽

Intrinsic Motivations ◽

Perceived Organisational Support ◽

The Impact ◽

Labour Market Mobility

Staff loss and demotivation can be costly for unions. In this article the authors investigate factors influencing expected voluntary turnover, that is Intention to Leave (ITL), of union employees by conducting an online survey of 160 staff in three Australian unions. Moderated multiple regression analyses revealed that perceived organisational support, shortcomings in training and unmet intrinsic needs predicted ITL, after controlling for burnout, labour market mobility and intrinsic motivations. Critically, the results suggest an interaction effect involving training in some circumstances. Training buffered the impact of low support on ITL, however the adverse effect on ITL of organisational failure to meet staff expectations regarding service to members remained, independent of training. Implications for theory and practice are discussed, including the separate significance of resources and purpose.

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Cash Flow Bullwhip—Literature Review and Research Perspectives

Logistics ◽

10.3390/logistics5010008 ◽

2021 ◽

Vol 5 (1) ◽

pp. 8

Author(s):

Hicham Lamzaouek ◽

Hicham Drissi ◽

Naima El Haoud

Keyword(s):

Literature Review ◽

Customer Service ◽

Cash Flow ◽

State Of The Art ◽

Research Work ◽

Bullwhip Effect ◽

Research Perspectives ◽

Financial Perspective ◽

The Impact ◽

Exhaustive List

The bullwhip effect is a pervasive phenomenon in all supply chains causing excessive inventory, delivery delays, deterioration of customer service, and high costs. Some researchers have studied this phenomenon from a financial perspective by shedding light on the phenomenon of cash flow bullwhip (CFB). The objective of this article is to provide the state of the art in relation to research work on CFB. Our ambition is not to make an exhaustive list, but to synthesize the main contributions, to enable us to identify other interesting research perspectives. In this regard, certain lines of research remain insufficiently explored, such as the role that supply chain digitization could play in controlling CFB, the impact of CFB on the profitability of companies, or the impacts of the omnichannel commerce on CFB.

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Racial dissimilarity and diversity climate effect organizational identification

Equality Diversity and Inclusion An International Journal ◽

10.1108/edi-09-2015-0072 ◽

2016 ◽

Vol 35 (5/6) ◽

pp. 314-327 ◽

Cited By ~ 5

Author(s):

Brooklyn Cole ◽

Raymond J. Jones ◽

Lisa M. Russell

Keyword(s):

Organizational Identification ◽

Turnover Intentions ◽

Ordinary Least Squares ◽

Important Variable ◽

Hierarchical Regression ◽

Diversity Climate ◽

Climate Effect ◽

Content Type ◽

The Impact ◽

The Relationship

Purpose The purpose of this paper is to empirically examine the relationship between psychological diversity climate (PDC) and organizational identification (OID) when influenced by racial dissimilarity between the subordinate and supervisor. Design/methodology/approach Ordinary least squares hierarchical regression analysis was run for hypotheses testing. Findings Three of the four hypothesized relationships were supported. Support was found for the direct relationship between PDC and OID. The moderator race was significant thus also supported. The moderator of dissimilarity was not supported. Finally the three-way interaction with race and dissimilarity was supported. Practical implications OID is an important variable for overall organizational success. OID influences a wealth of organizationally relevant outcomes including turnover intentions. Considering higher turnover exists for minority employees, understanding how diversity climate perceptions vary by employee race and therefore impact OID differently, helps managers when making decisions about various initiatives. Originality/value This study is the first the authors know of to investigate the impact of dissimilarity on the PDC-OID relationship.

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Using patient feedback to drive quality improvement in hospitals: a qualitative study

BMJ Open ◽

10.1136/bmjopen-2020-037641 ◽

2020 ◽

Vol 10 (10) ◽

pp. e037641

Author(s):

Simone Berger ◽

Ana Maria Saut ◽

Fernando Tobal Berssaneti

Keyword(s):

Quality Improvement ◽

Customer Service ◽

Secondary Data ◽

Study Data ◽

Patient Feedback ◽

Multiple Case ◽

Net Promoter ◽

The Impact ◽

Quality Tools

ObjectivesAlthough different forms of patient feedback are available, their use in hospital management is still limited. The objective of this study is to explore how patient feedback is currently used in hospitals to improve quality.DesignThis is a qualitative exploratory multiple case study. Data collection included nine interviews, of an average duration of 50 min, conducted between March and June 2019. Additionally, a document and secondary data analysis were performed.SettingThis study was conducted in three Brazilian hospitals selected for their solid patient feedback practises.ParticipantsManagers from the customer service, quality, nursing, operations, projects and patient experience departments of the three hospitals.ResultsDespite literature suggesting that organisational objectives regarding patient feedback are not clear, data show that there is managerial concern regarding the promotion of an environment capable of changing according to patient feedback. In these instances, organisational processes were structured to focus on patients’ feedback and its receipt by the staff, including a non-punitive culture. Several patient feedback forms are available: voluntary events, patient surveys and informal feedback. Instruments to measure patient feedback focused on specific aspects of healthcare, to identify and clarify the problems for addressal by the management. The net promoter score was the main strategic indicator of patient feedback, used to assess the impact of improvement action.ConclusionsThe hospitals had established objectives that valued the patient’s perspective. Involvement of the health team, availability of different channels for feedback and the use of quality tools are considered a good basis for using patient feedback to drive quality improvement.

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What should be lean buffer threshold for the forward-reserve warehouse?

International Journal of Productivity and Performance Management ◽

10.1108/ijppm-02-2021-0075 ◽

2021 ◽

Vol ahead-of-print (ahead-of-print) ◽

Author(s):

Bhavin Shah

Keyword(s):

Mathematical Model ◽

Customer Service ◽

Value Added ◽

Service Level ◽

Buffer Size ◽

Value Stream Mapping ◽

Content Type ◽

Customer Service Level ◽

The Impact ◽

Just Right

PurposeThe assorted piece-wise retail orders in a cosmetics warehouse are fulfilled through a separate fast-picking area called Forward Buffer (FB). This study determines “just-right” size of FB to ensure desired Customer Service Level (CSL) at least storage wastages. It also investigates the impact of FB capacity and demand variations on FB leanness.Design/methodology/approachA Value Stream Mapping (VSM) tool is applied to analyse the warehouse activities and mathematical model is implemented in MATLAB to quantify the leanness at desired CSL. A comprehensive framework is developed to determine lean FB buffer size for a Retail Distribution Centre (RDC) of a cosmetics industry.FindingsThe CSL increases monotonically; however, the results concerning spent efforts towards CSL improvement gets diminished with raised demand variances. The desired CSL can be achieved at least FB capacity and fewer Storage Waste (SW) as it shifts towards more lean system regime. It is not possible to improve Value Added (VA) time beyond certain constraints and therefore, it is recommended to reduce Non-Value Added (NVA) order processing activities to improve leanness.Research limitations/implicationsThis study determines “just-right” capacity and investigates the impact of buffer and demand variations on leanness. It helps managers to analyse warehouse processes and design customized distribution policies in food, beverage and retail grocery warehouse.Practical implicationsProposed buffering model offers customized strategies beyond pre-set CSL by varying it dynamically to reduce wastages. The mathematical model deriving lean sizing and mitigation guidelines are constructive development for managers.Originality/valueThis research provides an inventive approach of VSM model and Mathematical algorithm endorsing lean thinking to design effective buffering policies in a forward warehouse.

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“Impact of Training on Employees Performance” (Evidence from Pharmaceutical Companies in Karachi, Pakistan)

Business Management and Strategy ◽

10.5296/bms.v6i1.7804 ◽

2015 ◽

Vol 6 (1) ◽

pp. 49 ◽

Cited By ~ 5

Author(s):

Uzma Hafeez ◽

Waqar Akbar

Keyword(s):

Customer Service ◽

New Technologies ◽

Employee Performance ◽

Interpersonal Relationship ◽

Sampling Technique ◽

Business Environment ◽

Team Work ◽

Future Research ◽

Pharmaceutical Companies ◽

The Impact

Employees are major assets of every organization. The accomplishment of the industry depends on its employee performance. Therefore, upper management knows the significance of expense in training for the advantage of improving employee performance and also places them to get the challenges of the today’s competitive business environment. This research also aims to see the “Impact of Training on Employee Performance in Pharmaceutical Industry in Karachi Pakistan”, in which Training consider as independent whereas dependent variable ‘Employee Performance‘ having its Performance areas i.e.; demonstrating team work, communication skill, customer service, interpersonal relationship and reduced absenteeism and its Developments areas i.e.; job-satisfaction, employee motivation, new technologies, efficiencies in process and innovation in strategies as its levers. The paper presents a concise summary of the literature on the value of training in improving the performance of the employees. Four pharmaceutical companies are selected. A survey of 356 employees via self administrated questionnaire with the help of random sampling technique is conducted with the response rate of 96%. Two sets of hypothesis are developed which relate directly to the research questions. SPSS 19 is used to perform reliability, descriptive, correlation and regression analysis. The analysis shows a positive significant relationship between them and the results reveal that the more the employee gets training, the more efficient their level of performance would be. The last section of the paper concludes along with recommendation to give guidelines for future research.

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