How Companies Can Really Impact Service Quality

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.

Human capital analytics: why are we not there? (Journal of Organizational Effectiveness)

A new paper by John Boudreau in the Journal of Organizational Effectiveness. Abstract: While human capital analytics (HCA) recently has developed enormous interest, most organizations still find themselves struggling to move from operational reporting to analytics. The purpose of this paper is to explore why that is the case and can be done to change that.

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