Last edited by Kakora
Saturday, May 9, 2020 | History

2 edition of Performance productivity and quality of frontline employees in service organizations found in the catalog.

Performance productivity and quality of frontline employees in service organizations

Jagdip Singh

Performance productivity and quality of frontline employees in service organizations

by Jagdip Singh

  • 352 Want to read
  • 33 Currently reading

Published by Marketing Science Institute in Cambridge, Mass .
Written in English

    Subjects:
  • Service industries workers,
  • Service industries -- Personnel management

  • Edition Notes

    StatementJagdip Singh
    SeriesReport -- no. 99-127, Report (Marketing Science Institute) -- no. 99-127
    ContributionsMarketing Science Institute
    The Physical Object
    Pagination45 p. :
    Number of Pages45
    ID Numbers
    Open LibraryOL15305011M

    performance, not productivity. Other measures, such as quality, timeliness, and profitability, will also be considered in this analysis. To simplify the exposition, however, we will focus primarily on productivity. How employee performance impacts your business. Whether you consider your employees treasured members of the family or just an extra pair of hands, their performance likely has a bigger impact on your business than you may realize.

      This usually can fester and affect ongoing employee-development approaches. One of the major factors affecting productivity and performance occurs when employees are placed in the wrong roles. The fallout is that some employees end up leaving the organization and take with them critical knowledge and valuable leadership skills. Khan and Gautam ). Moreover, Employee productivity in banks is characterized by improved quality of the service in the banks, reduced complaints, and increased number of clients and volume of sales (Oluoch P. However, there still exist a dilemma when it comes to performance management process (Prowse and Prowse,File Size: KB.

    Singh, Jagdip (), “Performance Productivity and Quality of Frontline Employees in Service Organizations,” Journal of Marketing, 64 (April), Google Scholar Tansuhajm et al., Cited by: 5.   10 Easy Ways to Evaluate an Employee’s Performance. By: Scott Gerber Human Resources. Ideally, this is how things would go. our most important data point is the quality of work that our employees create. Creativity is one of the most important points in evaluating employee performance/5(4).


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Performance productivity and quality of frontline employees in service organizations by Jagdip Singh Download PDF EPUB FB2

Performance Productivity and. Quality of Frontline Employees in. Service Organizations. To understand mechanisms that govern the productivity and quality of frontline employees (FLEs), this study (1) provides a conceptual distinction between frontline productivity and quality, (2) proposes an extended role.

theory-based model for mapping the influence of key antecedents and consequences of FLE productivity.

To understand mechanisms that govern the productivity and quality of frontline employees (FLEs), this study (1) provides a conceptual distinction between frontline productivity and quality, (2) proposes an extended role theory–based model for mapping the influence of key antecedents and consequences of FLE productivity and quality, and (3) examines the effects of coping Cited by: Performance Productivity and Quality of Frontline Employees in Service Organizations Article (PDF Available) in Journal of Marketing 64(2) April with 4, Reads How we measure 'reads'Author: Jagdip Singh.

with the inherent productivity-quality tension in frontline jobs. Using data from customer service and bill collection representatives, the author examines proposed hypotheses through.

Performance productivity and quality of frontline employees in service organizations. Service Productivity Management is an in-depth guide to using the most powerful available benchmarking technique to improve service organization performance — Data Envelopment Analysis (DEA).

The underlying concepts that drive DEA and enable it to increase productivity and profitability of service organizations are explained in non-technical : Springer US. Employee productivity and organizational performance: A theoretical perspective Victoria Kenny S I Introduction Employee’s performance depends on various factors but the most important factor is training, which enhances the capabilities of employees (Raja, Furqan & Khan, ).

Employees File Size: KB. organizations by improving the performance of the people who work in them and by developing the capabilities of teams and individual contributors. Performance management is a broad set of activities aimed at improving the performance of employees.

The process involves aligning human resource management practices withAuthor: Jacob Olufemi Fatile. cooperation with colleagues is an essential element for an employee’s service performance and productivity. Normally, customers merely contact with frontline employees in the service delivery process; however, frontline empl.

oyees could provide customers with quality services by other supports [2. Based on above. In other words, productivity is the quantity of work while performance is the quality.

Understanding the difference between the two as it relates to employees in a company will allow for a better, more efficient work environment. At least, executives and managers would understand what expectations they are communicating to their employees. It's hard to understate the importance of employee performance for your organization.

Your employees represent you and your brand, and poor performance can impact your bottom line. High-performing employees contribute to your business's success, offer innovative ideas and keep your customers happy. Get this from a library. Performance productivity and quality of frontline employees in service organizations.

[Jagdip Singh; Marketing Science Institute.]. Performance productivity and quality are distinct constructs that share about 50 percent of their variance. While frontline quality is sensitive to burnout tendencies that emerge from employees' failure to cope with increasing role demands, ambiguity, and conflicts, frontline productivity remains insulated from such failures.

quality performance, and quality improvement depends on employees' performance and continuous improvement in employee performance through a well thought off performance management strategy as this ensures sustained quality improvement within the : Mubarak Issah.

Analyzing Performance in Service Organizations A technique called balanced benchmarking provides managers with a sophisticated mechanism by which to assess and manage the effectiveness of different branches or units.

performance related issues. Organizations make investments in their human capital to improve performance and target higher niches in the market through delivery of high quality services (Appelbaum, Bailey and Berg, ).Employee performance affects the overall performance of an organization and its bottom-line (Purcell and Hutchison ).

Productivity is the term used to describe how efficiently workers accomplish tasks assigned to them. All companies are looking for productive employees since they are very useful in every business area.

On this page, you will find the list of performance review phrases on productivity that might help you to conduct an effective employee appraisal.

Employee performance is also recognized as job performance of an employee at workplace. It is thought as an essential component in the organizational success.

According to Otley (), organizational success and productivity depends on the employee performance. Employee performance will be higher level on the organizational Size: KB. the employee. An employee may be defined as: "A person in the service of another under any contract of hire, express or implied, oral or written, where the employer has the power or right to control and direct the employee in the material details of how the work is to be performed." (Black's Law Dictionary, ).File Size: KB.

A group of 10 employees voluntarily meet each week to identify and solve problems that hinder the productivity and quality of their work.

These employees are trained in statistical quality control, and they analyze the problems and refer them to the organizational level where actions can be taken to solve them. In the context of total quality. Keywords: Performance appraisal, Motivation, Employee’s performance. 1. Introduction: Maximizing the performance of organizations is the main issue for an organization(Bob cardy, ).Good organization performance refers to the employee’s performance.

Satisfactory performance of employees does not happen automatically.*Ideally, service firms should be organized in ways that enable the three functions of marketing, operations,and human resources to work closely together so that the organization can be responsive to its various stakeholders and achieve success in its chosen markets.| Performance measures and worker productivity mOTIVaTIOn Politicians and managers often make decisions that involve the behavior of individuals at work.

For example, managers decide how to establish optimal incentives or how much training to provide for employees, while policymakers make decisions about the regulation of working Size: KB.