This study explores how the adoption of an internal marketing (IM) program in a retail banking setting enhances some positive employee behaviours that promote customer perceived service quality. A multilevel research design is adopted which draws evidence from branch managers, employees and customers in order to investigate whether branch manager’s adoption of an Internal Marketing philosophy a...

Purpose: It is well known that managing H&S helps ensure that construction organizations are achieving their H&S objectives and targets. As such, the H&S management practices constitute a vehicle to improve H&S performance outcome. However, the challenge is to determine what needs to be measured and practiced by SMEs at project level. The objectives of this paper are therefore to determine the ...

This paper provides meta-analytic support for an integrated model specifying the antecedents and consequences of psychological and team empowerment. Results indicate that contextual antecedent constructs representing perceived high-performance managerial practices, socio-political support, leadership, and work characteristics are each strongly related to psychological empowerment. Positive self...

Purpose Health care reform mandates public reporting of patient satisfaction ratings which are used by both payers to establish reimbursement and by patients to evaluate and select providers for specialty care. Improving patient satisfaction ratings offers the potential to increase market share, reimbursement rates, and patient retention.Therefore, the purpose of this study was to measure the r...

Field Workforce Scheduling (FWS) is a very important and practical problem in the service industries. It concerns the scheduling of multi-skilled employees to geographically dispersed tasks. In FWS, employee efficiency is highly important, and thus they have to be managed in an effective way. Employee empowerment is a relatively new and flexible management concept. It promises to benefit both o...

Job satisfaction and employee empowerment has always been interesting domains for researchers. Employee empowerment helps organizations to get employees more motivated towards their work and reap the benefit of their performance and satisfaction towards the organization. This study finds the significant positive impact of psychological empowerment on job satisfaction of employees in banking sec...

this manuscript illustrates how the human resource management concept of employee empowerment likely has benefits in both developed and developing economies. studies in the hospitality sector and the manufacturing sector in canada, india, and turkey show that, in general, empowering supervisory behaviors, such as transformational leadership, increase feelings of psychological empowerment of emp...