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Full-Text Articles in Business
Redefining Loyalty: Motivational Strategies And Employee Loyalty In An Era Of Downsizing, Sandra Obilade
Redefining Loyalty: Motivational Strategies And Employee Loyalty In An Era Of Downsizing, Sandra Obilade
New England Journal of Entrepreneurship
Retaining employee loyalty after restructuring is a problem for all types of businesses. The major issue concerns how management and employees can establish a new, mutually acceptable "psychological contract" which ensures employee loyalty but not lifelong employment. Eighteen small businesses in Fairfield County, Connecticut were surveyed to investigate loyalty and motivation after downsizing. A significant correlation was found between loyalty and motivation. Furthermore, several motivational techniques employed were inconsistent with employee needs. Suggestions are offered on how to retain employee loyalty.
Customer Service And Satisfaction: Competitive Advantage And Beyond, Stanley Bazan
Customer Service And Satisfaction: Competitive Advantage And Beyond, Stanley Bazan
New England Journal of Entrepreneurship
This article examines how excellence in customer service and satisfaction can be a major source of competitive advantage and profits for small businesses. The costs and causes of poor service and satisfaction are discussed and special emphasis is given to the value of the lifelong customer. Methods to pursue the goal of completely satisfying customers 100 percent of the time are examined. Leadership, aggressive problem solving, problem-solving teams, and assessment of customer service are among the topics reviewed.