We are delighted to announce that Ben Schneider of the Center for Effective Organizations has been selected as the winner of the 2017 Walker Prize (honoring the best paper) for his article “How Companies Can Really Impact Service Quality” in the SHRM publication called People + Strategy.
Is turnover such a bad thing? Ed Lawler discusses the benefits of turnover using methods incorporated by Zappos as an example. See the video by… Read more »
John Boudreau and Ed Lawler have a new article published in Talent Economy. What human resources measurement and analytics features are most associated with HR… Read more »
A new paper by Ben Schneider in People + Strategy. Abstract: Over time, my colleagues and I have developed, tested, and refined measures of a climate for service quality that can actually predict three years out company corporate market value (Tobin’s q), as well as performance on the American Customer Satisfaction Index. When improvements in service quality can deliver those types of returns, most senior executives want to know what really makes the difference.
John Boudreau was recently quoted in an article from the Los Angeles Times regarding the scandals plaguing Uber and what could be done to remedy the situation.