Employees - Dinner for "Key Men"

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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.

The relative influence of organisational commitment and job-satisfaction on service quality of customer-contact employees in banking call centres

An inter-disciplinary approach is adopted to provide a deeper understanding of the human resource-service quality relationship. The paper tests the relationships organisational commitment and job satisfaction have with service quality of customer-contact employees. Hypotheses are constructed by reviewing literature in the areas of human resource management and services marketing. A study comprising 342 employees was conducted in four telephone call centres of a major UK retail bank. Investigates how different forms of organisational commitment and job satisfaction influence the service quality delivered by contact employees. Findings indicate that job satisfaction and organisational commitment of employees have a significant impact on service quality delivered. The affective component of commitment was found to be more important than job satisfaction in determining service quality of customer-contact employees.

Building bank brands:how leadership behavior influences employee commitment

Front line employees are critical to service brand success, as their performance brings brand promises to life. Banking employees, like others, must remain committed to their employers, to live the brand, particularly during periods of economic uncertainty and customer frustration. Employees' commitment influences their brand adoption and brand-supporting behavior during service encounters. Effective leadership fosters employee commitment and brand supporting behaviors. This study examines the nature of employee commitment in banking, distinguishing between affective, continuance and normative commitment. The study explores bank leaders, examining whether initiating structure leader behavior or considerate leader behavior is most effective in encouraging employee commitment. Data from a sample of 438 employees in a leading Irish bank reveals the optimal leadership style for employee commitment. © 2012 Elsevier Inc.

Ethical reporting in Islami Bank Bangladesh Limited (1983-2010)

The main aim of this study is to undertake a critical examination of the ethical and developmental performance of an Islamic bank as communicated in its annual reports over a period of 28 years (1983-2010). Islami Bank Bangladesh Limited's (IBBL hereafter) ethical performance and disclosures are further analyzed through interviews conducted with the bank's senior management. The key findings include an overall increase in ethical disclosures during the study period. However, the focus on various stakeholders' needs has varied over time reflecting the evolving nature of the Islamic finance industry over the last three decades. Based on a secular economy, IBBL focused in the first two decades on the "Particular" Shariah compliance disclosure as a way of establishing its reputation and differentiating itself from conventional banks in a dual banking system. Post 2005, the ethical performance and disclosure shifted to more "Universal" disclosures such as sustainability, charity, employees, and community related disclosures signaling responsible conduct and the bank's adoption of a "wider stakeholder approach." However the bank is still failing to provide full disclosure on certain significant categories such as sources and uses of disposable income, thereby contradicting the principles of full and comprehensive disclosure and accountability. In addition, the structure of IBBL's investment portfolio reveals an overreliance on debt-based financial instruments and a shortcoming in fulfilling the developmental and social objectives of Islamic finance. This is evidenced by the "qualified" Shariah Supervisory Board reports that the bank consistently received. This research provides further evidence that Islamic banking and Finance in its current practices reflect the "global" and the "local" influences in an era dominated by global conventional finance. © 2014 Springer Science+Business Media Dordrecht.

Women officer workers meeting about banks that do not raise level of women employees

General note: Title and date provided by Bettye Lane.

Astronaut Sally Ride received autographed Ms. Magazine cover from editor Gloria Steinem and magazine employees

General note: Title and date provided by Bettye Lane.

Planned parenthood employees outside their office where anti-choice group is blocking entrance office

General note: Title and date provided by Bettye Lane.

Planned parenthood employees versus anti-choice groups who are blocking the planned parenthood entrance

General note: Title and date provided by Bettye Lane.

Estudo da satisfação dos clientes no setor bancário : um caso aplicado Standard Bank no Lubango

Este trabalho foi desenvolvido com o objetivo de verificar o impacto das variáveis Atendimento e Imagem do Banco na satisfação dos clientes do Standard Bank na agência Shoprite, Lubango, Angola. Nesse sentido, foi realizada a análise da satisfação dos clientes em relação ao Standard Bank, através da escala SERVQUAL considerando-se um conjunto de variáveis que, segundo a literatura, impactam na satisfação dos clientes de serviços bancários. Foram consideradas para a investigação as variáveis: Atendimento, Agência, Serviços e produtos, Funcionários, Satisfação e Lealdade. A metodologia utilizada para a realização deste trabalho foi quantitativa. E procedeu-se à aplicação de inquéritos, por via de questionário, obtendo-se uma amostra de 130 clientes. A amostra foi analisada com recurso ao SPSS, versão 20, tendo por base a análise da satisfação do cliente quanto à qualidade dos serviços bancários dirigidos aos clientes particulares do Banco Standard Bank, agência Shoprite Lubango. Os resultados obtidos sugerem que os produtos e serviços oferecidos pelo Standard Bank Angola é o que mais influencia a satisfação dos clientes particulares, porém o atendimento e os funcionários também influenciam positivamente a satisfação dos clientes. Verificou-se também que a variável agência não tem poder explicativo para satisfação, o que pode sugerir que os clientes não se importam com a aparência interna e externa da agência.