Research and Insights Archive

Research and Insights from the Center for Effective Organizations

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Workforce Work Engagement is Worth Pursuing

Nov 27, 2017 | ,

Benjamin Schneider (CEO) discusses how there is considerable debate about whether employee engagement in the work they do has long-term benefits for the companies in which they work.

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How Companies Can Really Impact Service Quality

Oct 19, 2017 | , ,

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.

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Performance Feedback Culture: The Key to Performance Management Effectiveness?

Feb 7, 2017 | ,

Gerry Ledford, George Benson, and Ben Schneider

February 7, 2017 9:00am – 10:00am (PT)

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Workforce Engagement: Why it Matters, What it is, and What Drives it

Oct 21, 2016 |

In this webinar with Ben Schneider dove into employee engagement. Ben showed how company-level employee engagement—workforce engagement—gets reflected in future financial and customer satisfaction outcomes, discuss what drives engagement, and how a culture of engagement can get created in companies to produce important strategic consequences.

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Winning the Service Game

Aug 24, 2016 |

Learn why service quality is important and takeaway tools for creating a service climate. Benjamin Schneider will present guidelines on what it takes to deliver outstanding service based on company examples and decades of research.

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Service in Manufacturing: Some Strategic and Theoretical Implications

Dec 16, 1987 | , ,

In this paper by David E. Bowen, Caren J. Siehl, and Benjamin Schneider, approaches to enhancing the competitiveness of domestic manufacturing operations are re-conceptualized as ways of restructuring production operations to include attributes of service operations.

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Services Marketing and Management: Implications for Organizational Behavior

Jun 1, 1987 | ,

David E. Bowen and Benjamin Schneider argue that the marketing of services and the management of service organizations have been understudied relative to the marketing of goods and the management of organizations that produce goods.

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