by Benjamin Schneider, David E. Bowen (1995)
Companies that master the rules of the service game can outperform the competition. The key to winning is understanding that the customer experiences the way an organization is managed - from the treatment of the employees to the condition of the physical facilities. Winning the Service Game presents over fifty explicit rules for creating and managing a culture dedicated to delivering seamless service quality - service that, to the customer, feels like a piece of whole cloth with all the threads woven together. This groundbreaking book shows that in such an environment, employees flourish and customers experience the positive "moments of truth" that bind them to the organization.
Sarah Wakefield
Discussing best practices for designing and facilitating software training, this Infoline offers great tips for motivating your learners, increasing interactivity during training, and creating high quality documentation that learners will use back on the job. --
Martin Yate
With over 400 questions you can use to interview candidates and obtain the most pertinent information, you'll be armed with the tools you need to insure that you are, indeed Hiring the Best. Employees are a company's number one asset. Yet poor hiring selection can sabotage productivity, morale and the bottom line. With Hiring the Best, 5th edition, managers and HR personnel can direct every interview their way, and obtain the information they need to take the best possible choice. This new edition includes: 400 questions to interview candidates A new section on electronic recruitment A revised resource section Updates on new laws and guidelines influencing hiring practices
Patrick McGovern
This book is the first major in-depth study of the impact of contemporary management practices on a rapidly expanding set of white-collar occupations, namely technical workers. It investigates whether HRM policies, such as employee appraisals and performance-related pay, have changed technical employment to the point where it is no longer based on a 'service contract'. In doing so, it provides a detailed examination of the nature of managerial control over employees who, by virtue of their commitment, present their employers with problems that are often ignored by prescriptive models of HRM. The empirical evidence features case studies of matched pairs of hi-tech firms in the Irish Republic. The author examines recent debates about the nature of employment and the role of multinational corporations within the so-called 'Celtic Tiger' Irish economy. HRM, Technical Workers and the Multinational Corporation will be essential reading for advanced students and researchers in human resource management, the sociology of work, organization studies and economic geography.
Alan Collins
In Best Kept HR Secrets, Alan Collins has compiled a collection of the most powerful advice you<U+2019>ll ever get for attaining outrageous success in Human Resources...all in one place. This isn<U+2019>t the same old tired, weak, warmed-over corporate-speak that passes for HR job advice in most organizations. This is the real deal<U+2026>over 400 brutal truths, tips, best practices, inspirations, confessions, and expert insights that practically no one else will sit down and tell you about. Nothing is held back. Nothing is considered taboo. And, nothing is off-limits in this book. If you want to discover the REAL secrets for winning big in your current HR role or skyrocketing your climb up the HR ladder, just spend a few minutes flipping through these pages. -- Publisher description.