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  • 1
    Electronic Resource
    Electronic Resource
    Bingley : Emerald
    Personnel review 27 (1998), S. 57-77 
    ISSN: 0048-3486
    Source: Emerald Fulltext Archive Database 1994-2005
    Topics: Economics
    Notes: Service organisations are striving to increase the quality of the services they offer. They are also using a wide variety of people management techniques. These two activities can sometimes come into conflict. This article examines a variety of management practices, particularly from human resource management (HRM), used by the service sector, and assesses their potential impact on service quality and total quality management (TQM). Many techniques are identified as being potentially supportive of quality improvement but some pose threats, particularly those most closely associated with cost minimisation and the less subtle forms of managerial control. In order to encourage research in this area a number of research propositions and an agenda for further research are developed.
    Type of Medium: Electronic Resource
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  • 2
    Electronic Resource
    Electronic Resource
    Bingley : Emerald
    Marketing intelligence & planning 14 (1996), S. 41-47 
    ISSN: 0263-4503
    Source: Emerald Fulltext Archive Database 1994-2005
    Topics: Economics
    Notes: Working for Patients (1989), implemented in 1991, introduced into the National Health Service (NHS) the purchaser-provider split, which created an "internal market" for health care. The key feature of this internal market was the concept of buying and selling of health services, with competition between provider units for the "business" of purchasers. Turning to industry where buying and selling has always been normal practice between organizations, this paper looks at a strategy that may help provider units to survive in this new marketplace. An examination of buyer-supplier relationships focuses on the specific organizational strategy of relationship marketing as a potential way forward.
    Type of Medium: Electronic Resource
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  • 3
    Electronic Resource
    Electronic Resource
    Bingley : Emerald
    Personnel review 24 (1995), S. 13-24 
    ISSN: 0048-3486
    Source: Emerald Fulltext Archive Database 1994-2005
    Topics: Economics
    Notes: Examines managers' attitudes to the use of upward and the moretraditional downward performance appraisal systems. The results aredrawn from a survey of UK managers. Finds that upward appraisal isviewed as being generally less acceptable than "traditional"appraisal systems. Potential applications appear to be directed towardsdevelopment and counselling areas. Concerns that are expressed in theliterature, e.g. retribution by vengeful managers or orchestratedcampaigns by trade unions, were not found to be particularly prominentin practice.
    Type of Medium: Electronic Resource
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  • 4
    Electronic Resource
    Electronic Resource
    Bingley : Emerald
    International journal of service industry management 8 (1997), S. 290-305 
    ISSN: 0956-4233
    Source: Emerald Fulltext Archive Database 1994-2005
    Topics: Economics
    Notes: States that expectations play an important part in service quality. Currently, the most widely adopted view of service quality results from customers' expectations being met or exceeded. Surprisingly there is no clear consensus of what expectations actually are or what they do. There is only one widely applied way to measure them (SERVQUAL), an approach that is also widely criticized. Although the possible effect of many "controllable" factors on expectations has been alluded to, the effect of "uncontrollable" factors has not been thoroughly researched. Starts to redress the balance by defining expectations as a mixture of shoulds and wills; a cognitive melting-pot of what should, ideally, happen and what will realistically happen the next time the service is visited. Uses a reliable measuring instrument to measure these two different expectations and the effect of consumers' experience of the service on them. The results of the study demonstrate that experience of the service has a clear influence on expectations, at least within the context of the fast-food industry.
    Type of Medium: Electronic Resource
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  • 5
    Electronic Resource
    Electronic Resource
    Bradford : Emerald
    International journal of career management 7 (1995), S. 10-16 
    ISSN: 0955-6214
    Source: Emerald Fulltext Archive Database 1994-2005
    Topics: Economics
    Notes: Examines the changing employment market in personnel by comparingrecruitment advertisements with their counterparts of ten years ago.Variations over time reflect changes in the values of employers andchanges in the nature of employment. Finds that the public sector is nowmore prominent in recruitment, HRM is developing as a specific function,experience requirements are becoming more specific and the Institute ofPersonnel Management (IPM) qualifications are more in demand. Overalleffectiveness of job advertisements has also improved slightly, butthere appears to be ample scope for further development.
    Type of Medium: Electronic Resource
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  • 6
    Electronic Resource
    Electronic Resource
    Bradford : Emerald
    Accounting, auditing & accountability journal 10 (1997), S. 481-531 
    ISSN: 0951-3574
    Source: Emerald Fulltext Archive Database 1994-2005
    Topics: Economics
    Notes: Reviews 25 years of social and environmental accounting literature in an attempt to evaluate the position and answer the question posed in the title, as well as to provide a structure or classification for others to use. In order to structure the task, uses three time periods: 1971-1980; 1981-1990; and 1991-1995, and classifies the literature into several sub-groups including empirical studies, normative statements, philosophical discussion, non-accounting literature, teaching programmes and textbooks, regulatory frameworks, and other reviews. Attempts, after the classification, to synthesize an overall chronological position. Concludes that there is something to celebrate after 25 years. However, the continued success of this field is dependent on a relatively small number of researchers, writers, and specialized journals without which there would be the danger of a collapse of interest and a loss of what has been gained so far. Consequently, the provision of a place in the advanced undergraduate and graduate curriculum is a major task for the next decade. Argues that appropriately qualified and motivated professionals are needed to contribute to environmental policy and management in both the public and private sectors. However, appropriate educational programmes have not been evident to date.
    Type of Medium: Electronic Resource
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  • 7
    Electronic Resource
    Electronic Resource
    Bingley : Emerald
    Qualitative market research 2 (1999), S. 15-21 
    ISSN: 1352-2752
    Source: Emerald Fulltext Archive Database 1994-2005
    Topics: Economics
    Notes: In comparison to other techniques of data collection, observation rarely appears as a research methodology in the marketing literature: this may be because the technique is regarded as time-consuming or as delivering data which lack the depth and qualitative richness of other research methodologies. In this article, the authors attempt to demonstrate that this is not the case. Far from providing superficial, "thin" information, the case forming the basis of this study demonstrates that observation delivers data which cannot be obtained using any other method. Considers the use of observation as an exploratory, qualitative, research technique and discusses when its use is appropriate. The main focus of the paper is a study carried out for Whitbread plc to highlight micro issues for consideration in the siting of different restaurant concepts.
    Type of Medium: Electronic Resource
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  • 8
    Electronic Resource
    Electronic Resource
    Bingley : Emerald
    International journal of public sector management 8 (1995), S. 21-34 
    ISSN: 0951-3558
    Source: Emerald Fulltext Archive Database 1994-2005
    Topics: Political Science , Economics
    Notes: Quality management has been in vogue within manufacturing for overa decade. Service industries have more recently been making heavyinvestments in this area. Also there are major initiatives from thepublic sector to improve quality. Investigates the take-up of qualitymanagement techniques in the public sector, their perceivedeffectiveness and the consequent impact on the managers running theprogrammes (private sector services are used as a basis for comparison).Results of survey responses from 394 service organizations show that theuptake of quality management techniques is now similar between publicand private sectors, as is the perception of the impact on managerialwork. A major difference occurs in terms of perceived effectiveness andresults of the quality programmes. In this latter area the public sectorfares somewhat worse.
    Type of Medium: Electronic Resource
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  • 9
    Electronic Resource
    Electronic Resource
    Bradford : Emerald
    Employee relations 18 (1996), S. 68-78 
    ISSN: 0142-5455
    Source: Emerald Fulltext Archive Database 1994-2005
    Topics: Economics
    Notes: Observes that the use of personal characteristics in job advertisements is discouraged within the prescriptive literature. Examines the extent to which advertisers for personnel specialists apply them in practice, and the range of characteristics put to use. Findings show that 80 per cent of advertisements contain reference to at least one personal characteristic. Concludes that social skills, particularly communication, appear to be the most important characteristic of personnel specialists, but there is, nevertheless, variation between differing job areas. Concludes that, although advertisers seem to follow stereotypes when putting together advertisements, they do not make particularly good use of personal characteristics.
    Type of Medium: Electronic Resource
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  • 10
    Electronic Resource
    Electronic Resource
    Bingley : Emerald
    Managerial auditing journal 11 (1996), S. 23-29 
    ISSN: 0268-6902
    Source: Emerald Fulltext Archive Database 1994-2005
    Topics: Economics
    Notes: Benchmarking is a continuous process of comparing and measuring an organization's business processes against those of business leaders anywhere in the world. Attempts to benchmark internal auditing in Australia, Malaysia and Hong Kong. Bases the analysis on surveys undertaken in all three countries. The surveys of both chief executives and internal audit managers establish benchmarks for international comparisons of internal audit practice. A number of issues were addressed by the surveys including attitudes and recognition, professionalism, role and scope, career opportunities, education and training and the future role of internal audit. The comparison provides useful insights into the internal audit profession in Australia, Malaysia and Hong Kong.
    Type of Medium: Electronic Resource
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