Training: Can It Be a Tool to Boost Service-Oriented Citizenship Behaviors?

A comparison of attitude, personality, and knowledge predictors of service-oriented organizational citizenship behaviors.

Attitude, personality, and customer knowledge antecedents were compared in their predictive ability of 3 service-oriented forms of employee organizational citizenship behaviors (OCBs): loyalty, service delivery, and participation. For the 1st study, 236 customer-contact employees provided data concerning their OCBs and the attitude, personality, and knowledge antecedents. The 2nd investigation ...

“Not Everything That Is Faced Can Be Changed, but Nothing Can Be Changed Until It Is Faced”: A Response to Recent Commentaries

The meaning of "socialization of health" to Iranian policymakers and how it can be implemented

Complex nature of health and disease, the impact of various socioeconomic factors on the health system arrangements and health of the society, and also the impact of health on the social and economic conditions of the society require a social approach to health. This necessity has led to the creation of new policies and programs, under the name of socialization of health, to strengthen the soci...

It can be smart to be dumb

An important problem in game theory is why bounded rationality occurs, e.g., why altruism to non-kin occurs. Previous explanations involved computational limitations of the players, repeated play among the players etc. As an alternative, we introduce a pre-play step in which each player i chooses a “persona”, i.e., a ficticious utility function she commits to use in the game. By adopting differ...

IT Service Departments Struggle to Adopt a Service-Oriented Philosophy

Many IT service departments are adopting IT service management best practice frameworks such as the IT Infrastructure Library (ITIL) to improve the quality of service to customers. This study reports on recent surveys and case studies of organizations which have embarked on IT service management improvement. It highlights specific difficulties experienced by organizations. Six factors were foun...