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Full-Text Articles in Labor Relations

Factors Affecting Training Transfer In Supervisors And Hourly Employees In A Manufacturing Organization, Jason Scott Edwards Jan 2013

Factors Affecting Training Transfer In Supervisors And Hourly Employees In A Manufacturing Organization, Jason Scott Edwards

Theses

Employee training represents a significant investment for many business organizations, but training effectiveness requires training to be transferred into employee job performance. If an employee is able to transfer training into performance improvement, then the training can be considered successful. Training transfer may depend on personal, training, and work environment factors, and supervisors may differ from hourly employees in transfer motivation. However, no previously published studies have contrasted supervisors and hourly employees in personal, training, and work environment factors related to training transfer. This research study examined training transfer factors following a required safety training instituted as part of an ...


Emotional Dissonance And Customer Service: An Exploratory Study, Craig C. Julian Jan 2008

Emotional Dissonance And Customer Service: An Exploratory Study, Craig C. Julian

Southern Cross Business School

In this paper, the broad context for the study of emotional dissonance and its importance to marketing is set out. The relevant literature on emotional dissonance, its antecedents and outcomes are introduced together with the knowledge gap in the literature. The conceptual framework of emotional dissonance is expanded via exploratory research using case studies in order to identify the key issues and the managerial implications. The study's findings extend the previous theoretical and empirical research on emotional dissonance in the workplace and customer service role internalization in high contact services involving face-to-face interactions between employees and customers. Specifically, the ...


The Theoretical Underpinnings Of Emotional Dissonance: A Framework And Analysis Of Propositions, Brendan Phillips, Thomas Tsu-Wee Tan, Craig C. Julian Jan 2006

The Theoretical Underpinnings Of Emotional Dissonance: A Framework And Analysis Of Propositions, Brendan Phillips, Thomas Tsu-Wee Tan, Craig C. Julian

Southern Cross Business School

Purpose: The research objective of this paper is to study the broad context of emotional labor and dissonance and its importance to service marketing. This knowledge would provide a better understanding of the factors that contribute to job performance and job satisfaction amongst high contact service workers. Design/methodology/approach: A literature review is used to define and set out the main conceptual framework and propositions for further research. Findings: Three key hypotheses divided into six sub parts are set out to test the relationships between emotional dissonance and customer orientation, job satisfaction and performance. Research limitations/implications: The study ...


Performance Management, Performance Measurement And/Or Performance Evaluation Systems, Bishnu Sharma, Craig C. Julian Jan 2005

Performance Management, Performance Measurement And/Or Performance Evaluation Systems, Bishnu Sharma, Craig C. Julian

Southern Cross Business School

No abstract provided.