Table of contents
Improving the Delivery of Quality Service: Behavioural Management Techniques
Fred LuthansThe behavioural management of bank tellers deliveringservice to customers is examined. The degree of qualityservice is defined by six dimensions: greeting, eyecontact, speed of…
Personal Qualities of Charismatic Leaders
Leanne Atwater, Robert Penn, Linda RuckerQuestionnaires assessing subjects′ perceptions ofcharismatic and non‐charismatic leaders wereadministered to civilians and military officers. Resultsprovided support for House′s…
How to Slim Successfully and Ethically: Two Case Studies of ″Downsizing″
Steven H. AppelbaumA model for managing “downsizing” in twoorganisations (one public sector and one private sector)which carried out programmes which substantiallyreduced personnel numbers is…
The Skills Time Bomb: Part 2
John Sinclair, David CollinsOrganisations need to look at what proactivity is, howit can be achieved, and the problems likely to beencountered in developing proactive staff. Proactivebehaviour is examined…
Coping with the Career Plateau: Motivators for Directors of Child‐care Centres
Lawson K. Savery, Dianne L. WinghamResearch was conducted in Western AustralianGovernment‐funded Child Care Centres; and resultssuggest that the global level of job satisfaction of thedirectors was high; however no…
Six Elements for Implementing and Managing Change
Leon W. HallPractical, effective assistance is provided to senior levelmanagers on how to revitalise and improve theperformance of their organisations. The six elementsidentified as necessary…
Reinforcement Theory: A Practical Tool
Maurice F. Villere, Sandra S. HartmanA “process” theory of motivation is explored, namelyreinforcement theory. Reinforcement theory is definedand the four primary strategies for implementing it …
ISSN:
0143-7739Online date, start – end:
1980Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditors:
- Professor Martin McCracken
- Prof Paul Humphreys