Business Commons^™

Service Quality & The Congruence Of Employee Perceptions & Customer Expectations: The Case Of An Electric Utility, Todd A. Finkle, Allen Klose

Todd A Finkle

Understanding how the quality of customer service is impacted by employees is essential to managing and improving customer service quality. This article develops a model that looks at the relationship between a series of two important customer service gaps. The first series of gaps (service provider gaps) is a result of the difference between consumers' and employees' expectations based on various dimensions of the customer service encounter. The second series of gaps (service quality gaps) occur when a difference exists between consumer expectations and the service they actually receive based on specific aspects of the customer service encounter. This study …

Technology On The Factory Floor Ii: Benchmarking Manufacturing Technology Use In The Usa, Paul Swamidass

Paul Swamidass

This monograph is the result of the second joint effort of the Manufacturing Institute of the National Association of Manufacturers (NAM) and the author for studying the use of fifteen different manufacturing technologies in the US. Timely support by the National Science Foundation enabled this second study to be expanded to a larger number of participants. A total of 1,121 members of NAM participated in this study. Hard technologies studied were: AGV, CAD, CAM, CIM, CNC, FMS, LAN, Robotics and automated inspection, and soft technologies studied were: TQM, JIT, SQC, MRP, MRP II, and manufacturing cells.

Selected findings are: CAD, …

Leader-Member Exchange (Lmx) Scale, Terri A. Scandura

Terri A. Scandura

Scale used for LMX research. Supplementary material to: Scandura, T.A. & Schrieshiem, C.A. (1994). Leader-member exchange and supervisor career mentoring as complementary constructs in leadership research, Academy of Management Journal, 37, 1588-1602.

Developing The Quality Organization, James A. Belohlav

James A. Belohlav

No abstract provided.

Functional Explanation And Metaphysical Individualism, Justin Schwartz

Justin Schwartz

A number of (present or former) analytical Marxists, such as Jon Elster, have argued that functional explanation has almost no place in the social sciences. (Although the discussion is framed in terms of a debate among analytical Marxists, the point is quite general, and Marxism is used for illustrative purposes.) Functional explanation accounts for what is to be explained by reference to its function; thus, sighted organism have eyes because eyes enable them to see. Elster and other critics of functional explanation argue that this pattern of explanation is inconsistent with "methodological individualism," the idea, as they understand it, that …

Purification And Characterization Of Porin From Corn (Zea Mays L.) Mitochondria, Philadelphia University

Philadelphia University, Jordan

No abstract provided.

Quality, Strategy, And Competitiveness, James A. Belohlav

James A. Belohlav

No abstract provided.

Activity Of Small Businesses In Nebraska, Todd A. Finkle, Raymond Marquardt, Allen Klose

Todd A Finkle

Connecting Education, Work, And Citizenship: How Assessment Can Help, Marcia Mentkowski, Glen Rogers

Glen Rogers

Having Friends In High Places: The Effects Of Structural Characteristics Of Mentoring Dyads On Protégé Career Outcomes, Terri A. Scandura Phd, Chester A. Schriesheim

Terri A. Scandura

Three structural characteristics of mentoring dyads (the mentor’s hierarchical level, duration of the mentoring relationship, and how long the protégé has been without a mentor) were proposed as having main and possibly interactive effects with three mentoring functions (social support, career coaching, and role modeling) on five protégé outcome variables (career expectations, commitment to the firm, number of hours worked during peak season, number of direct reports supervised, and current annual salary). Data from a sample of Certified Public Accountants (CPAs; N=786) were employed to first assess the distinctiveness of the proposed three mentoring functions by maximum likelihood confirmatory factor …

Characterization Of Sh Groups In Porin Of Bovine Heart Mitochondria. Porin Cysteines Are Localized In The Channel Walls., Philadelphia University

Philadelphia University, Jordan

No abstract provided.

Career Expectations Scale, Terri A. Scandura, C A. Schriesheim

Terri A. Scandura

No abstract provided.

Positive Residues Involved In The Voltage-Gating Of The Mitochondrial Porin-Channel Are Localized In The External Moiety Of The Pore, Philadelphia University

Philadelphia University, Jordan

No abstract provided.

Positive Residues Involved In The Voltage-Gating Of The Mitochondrial Porin-Channel Are Localized In The External Moiety Of The Pore, Philadelphia University

Philadelphia University, Jordan

No abstract provided.

Employment Discrimination Against Hispanics: A Survey Of Litigted Cases, Helen Lavan

Helen LaVan

No abstract provided.