Research and Insights from the Center for Effective Organizations
Gerry Ledford, George Benson, and Ben Schneider
February 7, 2017 9:00am – 10:00am (PT)
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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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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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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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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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