How Rude! Emotional Labor as a Mediator Between Customer Incivility and Employee Outcomes
- Workplace Design Contributions to Mental Health and Wellbeing. // Psynopsis: Canada's Psychology Newspaper;Winter2011, Vol. 33 Issue 1, p11
The article discusses a research study on the effect of workplace design on the mental health and wellbeing of employees.
- Effects of Stressful Life Events on Individual Performance Effectiveness and Work Adjustment Processes Within Organizational Settings: A Research Model. Bhagat, Rabi S. // Academy of Management Review;Oct83, Vol. 8 Issue 4, p660
In administrative and organizational sciences, the impact of stress on valued work outcomes generally has been conceptualized in terms of work, organization, and occupation related factors. This paper presents a new conceptual model and a series of research propositions that underscore and...
- Customers Rule Today. Rountree, David // Bank Technology News;Apr2001, Vol. 14 Issue 4, p1
Discusses the need for United States banks to enhance their customer relationship management (CRM) strategies in light of digital growth. Impact of the emergence of digital businesses on banks; Need to use CRM technology; Chart on CRM functionality; Definition of CRM; Elements of CRM; Comments...
- A CRM System Can Help with Privacy Management. // ABA Bank Marketing;Jan/Feb, Vol. 34 Issue 1, p8
Proposes the use of customer relationship management (CRM) systems in banks, to control privacy management problems of customers. Results of a survey conducted by the American Bankers Association on customer awareness regarding privacy management; Convenience provided by the CRM system.
- Focusing on 15% of the pie. Hales, Michael G. // Bank Marketing;Apr95, Vol. 27 Issue 4, p29
Focuses on the customer relations of banks. Relationship banking revisited; Transition from transaction banking to relationship profitability management; Relationship building; Relationship analysis; Relationship ranking; Share of customer application; Retooling for the future.
- Hello, I must be going. Hall, Melvin F.; Press, Irwin // Bank Marketing;Apr97, Vol. 29 Issue 4, p30
Reasons why customers leave their banks. Why customer satisfaction measurement is important; Three types of measures; Basic needs of customers; Information on customer satisfaction studies; Suggestions for financial institutions. INSETS: Statistical analysis as historical moment, by Kevin...
- The common denominator of commitment. // Bank Marketing;May97, Vol. 29 Issue 5, p45
Focuses on the commitment of banks to service excellence as a common denominator among customer relationships. Tips for creating and building more effective customer relationships regardless of the delivery system that is in place.
- Packaged programs: The ties that bind. Weinstein, Lynn // Bank Marketing;Apr98, Vol. 30 Issue 4, p13
Discusses the effectiveness of loyalty programs and packaged accounts in building bank customer satisfaction and customer retention. Key to a successful packaged account; Customers' multiple relationships with banks; Packers Nebraska Bank and Trust Co.'s use of the Loyalty Banking program.
- Bending the Rules--Without Breaking the Bank. Hall, Robert // Bank Marketing;Nov98, Vol. 30 Issue 11, p18
Suggests that banks can break the rules for customer relationship. Customers' migration to providers who break the rules for them; Distinction between rules and principles; Requirements for developing competence around breaking the rules to build relationships; Measurement of the risk of...