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Service Begets Sales: An Investigation Into The Relationship Of Automotive Dealership Customer Service Satisfaction With Sales Success, Ivyl L. Gilbert

Dissertations

Investigated in this descriptive study was the relationship between new car dealership customer service satisfaction ratings and dealership sales success, as measured by market penetration ratings, within a major domestic automobile company. Specifically, the first step in the study was the collection of data regarding customer service and sales success ratings earned by the total of the subject company's dealers in each of 42 geographical zones in the United States. Second, an attempt was made to determine whether a relationship existed between the customer service ratings and sales success ratings for the company's zones to whom certain characteristics could be …

Perception Of Effectiveness As A Factor In Schedule Management System Usage In Industries Involved In Department Of Defense Development Programs, Lyle Adelbert Wolcott

Dissertations

The extent to which a schedule management system is used in day-to-day program management operations may depend upon how useful the individual manager perceives the system to be. This study attempts to identify system-manager relationships that impact their usage by management personnel.

The study had two purposes. The first objective was to isolate attributes of the company schedule system and determine the significance of their relationship with manager opinion of the system. The second objective of the study was to investigate selected operational conditions that may impact the schedule management system and determine the significance of their relationship with manager …

An Exploration Of Worker Participation-Ownership As A Social Process: Toe Impact Of Worker Participation On Occupational Injury Rates, Daryl Kelley

Dissertations

Work is an everyday activity which is a normal part of life. A sociological analysis combined with a historical orientation allows for an examination which goes beyond surface appearances in order to examine the social relationships embedded in the organization of the labor process. An adverse manifestation of the social relationships contained in the labor process is occupational injuries.

The review of historical research explicates the social construction of the labor process which is an outcome of the struggle between capital and labor. Research also documents that the organization of work which emerged has created problems in the workplace. Worker …