Absentee ballot legislation : hearing before the Subcommittee on Postal Operations and Services of the Committee on Post Office and Civil Service, House of Representatives, Ninety-sixth Congress, second session ... March 13, 1980.

"Serial no. 96-77."

Personal assistants for handicapped federal employees : hearing before the Subcommittee on the Civil Service of the Committee on Post Office and Civil Service, House of Representatives, Ninety-sixth Congress, second session, on H.R. 7466 ... August 20, 1980.

"Serial no. 96-102."

Converting Federal blue-collar employees to general schedule [microform] : hearing before the Subcommittee on Compensation and Employee Benefits of the Committee on Post Office and Civil Service, House of Representatives, Ninety-sixth Congress, first session, February 12, 1979.

Reuse of record except for individual research requires license from Congressional Information Service, Inc.

Retirement provisions for certain employees of Bureau of Indian Affairs and Indian Health Service [microform] : hearing before the Subcommittee on Compensation and Employee benefits of the Committee on Post Office and Civil Service, House of Representatives, Ninety-sixth Congress, first session, on H.R. 1885 ... May 15, 1979.

Reuse of record except for individual research requires license from Congressional Information Service, Inc.

General agreement between Employee Service and Records Division, Bureau of Retirement, Insurance and Occupational Health, U.S. Civil Service Commission and American Federation of Government Employees Local 2450.

Mode of access: Internet.

ASCS employees, Federal justices, judges, and certain dependent children [microform] : hearing before the Subcommittee on Compensation and Employment [i.e. Employee] Benefits of the Committee on Post Office and Civil Service, House of Representatives, Ninety-sixth Congress, first session, on S. 383, H.R. 2583, and H.R. 2584, July 24, 1979.

Reuse of record except for individual research requires license from Congressional Information Service, Inc.

Whistleblower protection : survey of federal employees on misconduct and protection from reprisal : fact sheet for the Chairman, Subcommittee on the Civil Service, Committee on Post Office and Civil Service, House of Representatives /

"B-249141"--P. [1].

Employee drug testing : estimated cost to test all executive branch employees and new hires : report to the Chairman, Subcommittee on the Civil Service, Committee on Post Office and Civil Service, House of Representatives /

"GAO/GGD-92-99."

Cost-of-living allowances for federal employees in nonforeign areas : hearing before the Subcommittee on Civil Service, Post Office, and General Services of the Committee on Governmental Affairs, United States Senate, Ninety-seventh Congress, first session, May 14, 1981.

Mode of access: Internet.

The role of delegated examining units : hiring new employees in a decentralized civil service : a report to the President and the Congress of the United States /

"August 1999"--P. [1]

Service encounter conceptualisation:employees' service behaviours and customers' service quality perceptions

The enhancement of service quality is an area of optimal managerial relevance that has, to date, received minimal attention in the literature. Because customers' service quality evaluations are based almost entirely upon the behaviours of frontline employees, organisations rely heavily upon these employees to improve overall service quality provision. However, much of the literature looking at service quality enhancement lacks detail when examining the impact of employee service-related behaviours on customers' service quality perceptions. As a result, this paper comprehensively conceptualises those front-line employee behaviours which are the most likely to enhance customers' service quality perceptions. This conceptualisation is grounded in an extensive review of the services marketing literature, pooling together previously disparate research strands. Formal hypotheses are presented. Implications and future research directions are also discussed.

Effects of retail employees' behaviours on customers' service evaluation

Purpose – The purpose of this paper is to test a conceptual model of the effects of customer and service orientation (SO) behaviours of individual retail employees on individual customers’ perceptions of service encounter quality (SEQ), service quality (SQ), value, satisfaction, and behavioural intentions (BI). Design/methodology/approach – The sample (n ¼ 271) was customers of a supermarket in central India, and they completed questionnaires following mall intercept. To test the hypotheses, structural equation modelling using LISREL 8.7 was employed. Findings – It was found that: service and customer orientation (CO) behaviours are positively related to SEQ and SQ; SEQ is positively related to SQ and customer satisfaction; SQ is positively related to value perceptions and customer satisfaction; and customer satisfaction is positively related to retail customers’ BI. However, value is not related to customer satisfaction. Research limitations/implications – More research is needed on customer perceptions of value in non-Western contexts and service evaluation frameworks in other cross-cultural contexts. Practical implications – Retail managers need to train or select retail personnel who are able to perform their roles in a service-oriented and customer-oriented way, and value does not appear to be as important to Indian retail customers as it is to Western retail customers. Originality/value – This paper extends current service evaluation frameworks by including SO and CO as antecedents, and it analyses an Indian retail context. Keywords India, Retailing, Customer satisfaction, Service levels, Employee behaviour.

Service quality of frontline employees:a profile deviation analysis

Using a configuration theory approach, this paper conducts a comparative study between frontline employees in phone and face-to-face service encounters for a retail bank. The study compares the top performers in service quality in relation to three components of organizational commitment and their demographics by applying a profile deviation analysis. The results show that the profile deviation for face-to-face employees is significantly negative, while for call center employees nonsignificant. Although the study finds no significant differences in the three components of commitment, significant differences exist in the total experience and age of the best performers. Also, affective commitment dominates the profile of high performers, while poor service providers seem to exhibit a higher level of continuance commitment. This study demonstrates the utility of profile deviation approaches in designing internal marketing strategies.