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The impact of innovation orientation on market performance of Romanian B2B firms

Author(s): Adrian-Gabriel Ionescu,Cornel Ionescu / Language(s): English Issue: 32/2015

Literature examines the impact of innovation orientation on firms’ performance and often demonstrates a direct and positive relationship between the two concepts. However, few empirical studies are analyzing the relationship between innovation orientation and market performance constructs, one of the most important being customer satisfaction. This paper presents a review of innovation orientation concept and empirically investigates the relationship between innovation orientation and customer satisfaction using data from 95 companies in Romania working mainly in the B2B domain. The results confirm previous exploratory research, namely that there is a direct, positive and strong link between innovation orientation and customer satisfaction within Romanian B2B companies.

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Rizikos valdymas įgyvendinant vadybines inovacijas

Author(s): Laura Baronienė / Language(s): Lithuanian Issue: 1/2010

While analyzing nonfiction in aspect of management of organization, it is noticed that a great many of management innovations exist. Organization’s choice of a certain innovation leads to additional aspects of risk. As it is difficult for organizations to make a decision which of management innovations should be implemented, problems arise: What mains factors determine risk while implementing management innovations? These problems were analyzed in various aspects by many academics, but factors of risk that are analyzed by separate authors are not generalized, the effect of theses factors as of complex unit for organizations which seek to implement management innovation is not grounded. The purpose of this article: to add factors of risk to classification criteria, that can be actual to organizations witch are implementing management innovations. After given conceptions of innovation are generalized several features can be extracted, therefore in order to define elements of risk while planning choice and implementation of management innovation it is referred to integration of certain features that are noticed in nonfiction. Main features of innovations (in this article – management innovations) are these: oriented towards changing old into new; appropriate usage of changes in order to seek business success; commercial application; role of changes catalyst for organization that inculcates it; new for people, groups of them or organization that is realizing or using. Generalizing presented definitions it can be proposed that risk to extent as of organization is raised purposes of organization that are not implemented. Foreseen consequences of not implemented purposes are both financial loss and loss of organization image. There are more then 40 different business risk classification criteria witch unite more then 220 risks in world wide practise. Each of mentioned classification criteria include all potential risks, but it can be maintained, that by implementing management innovations each management risk can be classified in to three risk groups: risk factors dependent on choice of management innovation; risk factors determined by conditions of environment; risk factors determined by inside factors of organization. After logical analysis of scientific literature is accomplished, it is stated that implementing management innovations evaluation of risk is condition that gives opportunity to assure competitive ability of organizations. Process of evaluation of risk becomes typical, periodically executed activity in organizations and organization opportunities to reach raised purposes depend on that activity, therefore it is particularly important to evaluate factors of all identified risk groups that could determine failure of management innovation implementation. These risk factors could be treated as a complex unit that could determine failure of management innovation implementation. Mentioned risk factors allow continuing scientific researches about topics of creation/adaptation of risk evaluation methodology. Identified risk factors are relevant for organizations representing various market segments and gives opportunity to form individual set of assessment criteria.

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Darbuotojų vadybinių kompetencijų taikymo verslo įmonių veikloje

Author(s): Angelė Lileikienė,Jurgita Martinkienė / Language(s): Lithuanian Issue: 1/2011

The success of the organization is associated more often with the work of a systematic work efforts and regular employees managerial skills development. An increasing proportion of top managers perceive that the organization can function effectively and achieve its objectives only after organize a perfectly working team. The main aim of this article is the research that been done in an enterprise, identifying which managerial competences have workers implemented in highlight the problems of managerial competencies implementation in to the practice. The object of the article is managerial competencies of staff. Methods: sociology, management literature study in the aspects of chosen research; clarification of the views of respondents (carried out an anonymous survey in written) in order to reveal the problems of managerial competencies implementation; research instrument was composed of closed questions, statistical methods – statistical analysis was carried out using descriptive statistical methods to calculate the arithmetic average of the views of respondents, percentage, standard deviation. Data have been processed by SPSS 19 (Statistical Package for Social Sciences). The results of this study revealed that the level of employees managerial competences can be evaluated as average. The study allowed to verify and reliably, objectively evaluate implementation of employees managerial competences in enterprise activities. The results showed that managerial competences are adapted to the organization unit level when their components are effectively distributed in enterprise activities. Because managerial competences in general enterprise activities are implemented widely, administration should promote these processes in enterprise and prioritize administration level efforts to engage as much as possible employees. Also should be solved the employees managerial competences implementation problems indicated in results of research.

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Laiko valdymo technikos ir jų taikymas darbo procese: vadovų požiūris

Author(s): Raimonda Tamoševičienė,Audronė Rimkevičienė / Language(s): Lithuanian Issue: 2/2011

In today‘s business world one of the main requirements for the professional competence of the specialist is the rational and productive use of work time, the ability to manage both your personal and work time properly. The individual time management technology is based on the rational life organization and life time regulation methods, combined with the social environment requirements. The time and work time concept, time management and planning methods/means, time management techniques are reviewed in the article. The research of the supreme and higher level heads‘ attitudes towards time management and time management techniques use in work, done in March – April, 2010, is presented in budgetary and business organizations of Siauliai. The data was compiled using anonymous questionnaire (structured interview). Questionnaire content was consisted of questions about work time management, time management techniques, their notoriety, frequency of use and conditions how to use. The heads of the supreme and middle levels of 213 Šiauliai budgetary and business organizations is the sample of the research. About two-thirds subjects of the sample represented state and local institutions and about one-third - business companies. Two-thirds men and one-third women participated in the research. Almost half of respondents never participated in time management training. Once almost one-third respondents participated in time management training. Nearly three quarters of these represent Siauliai budgetary organizations. The heads who participated in training twice one-third of these represent budgetary organizations. The vast majority of respondents value well their skills of the work time management, slightly less than one-third – satisfactory. None of the respondents their work time management skills do not value badly. The vast majority of respondents know and actively use their self – made method. It can be stated that the most famous, but not used of the respondents in their work activity, are “Eisenhower“ matrix and “Buffer“ principle. The Alps method and ABC analysis are known least. The provision not to use and not to plan how to use, even he knows the technique or method, most it reveals assessing Pareto 80/20 time planning principle, ABC analysis, Workday photography, Personal work curve method. The vast majority of respondents refer their time planning habits and personal experience constantly. According to these data, it can be stated that the heads of supreme and middle levels budgetary and business organizations generally follow the already well-established work time skills and their provision to use science and training material is not strong, even they participate in time management trainings willingly. It is possible to make conclusions that rational work time planning and organization is one of the managerial functions delegated by the head of the state (in budgetary organization), the owner (in business company) or a higher hierarchical level of management. Time management is very closely related with human activity in time management process. Various time management strategies are used successfully and actively, time management techniques and methods permit to use work time effectively, to improve activity results in general, not to waste a work time, to feel moral satisfaction and psychological comfort.

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An empirical research upon the relation between emotional intelligence and organizational citizenship behavior

Author(s): Kubilay Ozyer,Yücel Erol,Ismail Alici / Language(s): English Issue: 1/2012

In this study, it has been investigated whether there is a relation between emotional intelligence and organizational citizenship behavior or not. Emotional intelligence and organizational citizenship behavior are two important variables effective upon employees’ both private life and business life. In the global business world workforce for organizations are the most important competitive adavantage factor. That’s why it is too important to improve workforce of organizations. To this aim in this study it have been analysed individual and organizational aspects of workforce. These are emotional intelligence and organizational citizenship behavior. To measure emotional intelligence and organizational citizenship behavior were used questionnaires. According to the result of the study which included 77 students, there has been a significant and strong relation between emotional intelligence and organizational citizenship behavior. There occurred different correlations in correlations between organization citizenship behavior sub-dimensions and emotional intelligence.

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Uždarosios akcinės bendrovės motyvavimo poveikis darbuotojams

Author(s): Antanas Vaitiekus,Violeta Docienė,Jurgita Paužuolienė,Regina Bručkutė / Language(s): Lithuanian Issue: 1/2012

This article analyzes the impact of personnel motivation. Employee motivation is a multiplex phenomenon, that is why many theories to explain it are perpetrated. Employee motivation problem is analyzed for a long time. This phenomenon was investigated by management theorists such as F.Taylor, A.Maslow, F.Herzberg, A.Mayo, D.McGregogor, D.McCleland, W.Porter, E.E.Lawler, C.Alderfer and et al. Lithuanian scientists have done a lot of research on this topic. It is known that employee motivation to work has a large impact on their productivity and efficiency, so it is important to understand what motivates employees to achieve maximum results. It is emphasized that properly motivated personnel works better, feel happier and more meaningful. Employee motivation influences the behavior of employees, which is determined by higher performance in the company. It is not easy to increase the motivation of employees, because employees respond differently to the same situations, but it is very important. Motivated employees need less external control - they control themselves. Proper use of motivate system encourages employees to make productive use of their knowledge, skills and talents. Therefore, the main task of the organization - to create a motivating environment that encourages employees to strive for greater productivity. So analyzing this problem it’s answering on these questions: what motivates employees to achieve maximum results? When workers feel most motivated to achieve organizational goals? Can a good motivation system to keep employee stay in the organization? Employee motivation can be reinforced by the specially designed system. Therefore, the main task of the organization - to create a motivating environment that encourages employees to strive for greater productivity. So, by the analysis of this problem it’s a respond to such questions: what motivates employees to achieve maximum results? When workers feel most motivated to achieve organizational goals? Can a good motivation system make the employee to stay in the organization? The aim of this article was to analyze the impact of employee motivation on the limited liability company. Methods: literature analysis, synthesis, questionnaire, data processing SPSS 17.1 (Statistical Package called for the Social Sciences) program. Research methodology: The research was done in the limited liability company to determine the motivation impact on workers, and workers' approach to the material and moral motivation measures. The research involved 45 respondents, mostly administrative personnel. Such group of the respondents was selected because: administrative personnel, highly qualified employees currently represent the majority of company’s employees; the company currently does not carry out the massproduction and has the biggest workload lays on engineeringtechnical workers hardly preparing the introduction for new technological processes; motivation measures are usually more complex for administrative and highly qualified personnel; Research method - quantitative, research instrument - a questionnaire. The research was conducted in march 2012, in an individual interview. The research shows that most of the respondents are satisfied with the work and with the motivation system in the organization. For the most employees work - is the opportunity to express themselves. Respondents feel in the best way when they work in a position, which requires the greater responsibility. Most of the employees would change their job for the higher compensation, better working conditions. It should be noted that these are the universal demands. A systematic wages increase or better working conditions are relatively short-term motivators, because employees quickly gets used to the changes and start treating them as a matter of course. However, it should be emphasized that the motivation system should be flexible. Because if for a long period are the same motivation measures reasons the measures they lose that’s why motivation system must be evaluated periodically, and in due time it would be corrected. Applying the same motivation measures for the long period they lose their power, and therefore it should be evaluated periodically to review the system of motivation for corrections at the right time.

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Etikos kodeksas švietimo įstaigoje: darbuotojų ir studentų požiūris

Author(s): Jurgita Paužuolienė,Inga Benetienė / Language(s): Lithuanian Issue: 1/2013

Codes of ethics attracting more and more scientists, society, employers and workers attention. Interest objective - it is expected that in both professional and social spheres can be avoided ethical problems, scandals, preventing effective employment, quality of social life. Codes of ethics - it is one of the most effective measures to resolve conflicts without neglecting professional morality provisions. Their role dependent on the volume of the Code of Ethics, the local infrastructure, the organizational environment. The main purpose of the document can be considered an organization disposition to act transparently. It is said that the code of ethics in the organization is one of the most important elements in the institutionalization of ethics, which states, recommend or define the moral norms of behaviour, rules that must be followed by every employee. Educational organizations are trying to develop innovation-intensive, so the staff competence and certain moral values are important, perhaps even more significant than in the business organization. Colleagues must respect each other, behave fairly and politely. Disrespect to a colleague who has violated professional, honorary code or the specialist condemnation is one of the factors which have led to only a code of ethics into practice. The ethics problem was investigated by A.Laurinavičius (2004) N.Vasiljevienė (2006) A.Vasiljevas, R. Singularities (2009); J.Palidauskaitė (2003, 2010); E.Petuškienė, R.Glinskienė (2008) G.Svensson, G.Wood, (2004, 2009); R.Alo, J.Gao, J.Carneiro , (2010); V.Zuzevičiūtė, D. Kraskauskaitė (2012) and others. Research aims: to elucidate employees and students attitude to the Code of Ethics. Research methods: a literature review, systematization, data processing by SPSS program. The research shown, that in the educational institution is guided by the Code of Ethics. Employees view, the main advantage of the Code of Ethics that it promotes development of employees, while the students that the code of professional activity gives morality and professionalism. Was found that both employees and students think that sometimes is encountered with problems such as conflict of interest, abusing its position, and lack of respect for another person. For employees opinion the most ethical problems are caused by the generally accepted values of fostering a lack, while students think that the lack of government commitment to ethical standards, and a negative example (Parliament, government and others institutions). It is recommended to use the Code of Ethics as a starting point for making decisions with ethical conflicts in the interpretation of ethical behaviour benefits often discuss emerging ethical issues, standards, conditions for the implementation of the Code, and opportunities. This would contribute to the implementation of ethical discussions, training for both employees and students. It should be noted that a good set of ethics rules, knowledge, ability to apply them in a particular situation, eliminates the risk of abuse. Code creating institution which documents, records shows that it is actually in control: breach of the Code, adapted certain sanctions (for example self-regulation indicator). Clear organizational goals, values, behaviour of all members of the organization appropriate information supply, feedback, employee assessment, based on the results of work shows that an organization has a high level of ethics.

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Biznes sahələrində səmərəliliyin yüksəldilməsi üzrə relevant idarəetmə

Biznes sahələrində səmərəliliyin yüksəldilməsi üzrə relevant idarəetmə

Author(s): Aygün Alasgarova / Language(s): Azerbaijani Issue: 34/2017

The purpose of the present research consists of study of organizational and socio-economic achievement of effectiveness within the framework of management systems of various nature. The methodology of the research comprises situational analysis and systematic approaches. Restriction of the research is bound to adoption of optimal decision with study of relations emerging within and outside enterprises. The conclusion of the research leads to elaboration of the factors of internal and external environments, affecting relevant management.

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The Relationship Between Organizational Culture and Job Satisfaction in Public Organizations

The Relationship Between Organizational Culture and Job Satisfaction in Public Organizations

Author(s): Sabina Mădălina Şomăcescu,Cătălin Mihail Barbu / Language(s): English Issue: 26/2016

In this paper we seek to establish the relationship between organizational culture and job satisfaction in public organizations. We found that there is a relationship between organizational culture and job satisfaction, especially in the case of bureaucratic culture and community culture. Organizational culture as a management tool must be used more frequently in public organizations. Public organizations must ensure a predictable working environment for the employees and also to provide satisfactory working conditions in order to motive their employees. Attention must be paid to human capital because this aspect is sometimes neglected in public organizations.

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Issues Concerning the Definition of the Merchandiser Position in Romanian Organizations

Issues Concerning the Definition of the Merchandiser Position in Romanian Organizations

Author(s): Diana Elena Cozma-Matei / Language(s): English Issue: 26/2016

The research aims at analyzing the characteristics of the position of merchandiser, based on the results of the questionnaire applied to subjects who carry out the duties specific to the position and results in the definition of the skills necessary for the merchandisers and in the suggestion of a Job description based on which this activity can be considered in order to be included in the economic activities classified in Romanian economy standards.

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The 9 Strategic Models Aggregation that Mirrors the Organization – Internal Customer – External Customer Triad Behaviour

The 9 Strategic Models Aggregation that Mirrors the Organization – Internal Customer – External Customer Triad Behaviour

Author(s): Victor Tudoran / Language(s): English Issue: 27/2016

The article proposes an aggregation-type strategic model with the purpose to offer a practical tool for analysing and developing the business behaviours that are met into the Organization – Internal client – External client triad framework.The article is presenting an analysis regarding few strategic models and used aggregation ideas. Relying on these studies, a new approach regarding the development stages of the organization and internal staff will be proposed. The action plans contain 5 stages, starting with the inception stage and finishing with the highest stage. These stages reflect the organizational behaviours in a strong relationship with the external clients. The new integrated strategic model is an useful and practical tool for analysing the organization’s internal resources and for building concrete action plans to develop these resources. These action plans contain 5 stages, starting with the inception stage and finishing with the highest stage.

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Субјекти и фактори политичког лидерства

Субјекти и фактори политичког лидерства

Author(s): Živko Kulić,Goran B. Milošević / Language(s): Serbian Issue: 4/2013

In accordance with changes in society, leadership transformed from static, outdated and stereotypical model to active, effective, fruitful and flexible management model. Instead of command, control, noise and superior behaviour characteristic for the management system, emphasis is placed on behaviour, action and practical activities of a leader, his/her skills and abilities and his/her talent and gift. The essence of leadership comes down to process of shaping the behavior of people in an organization. Leadership is inherent to all areas of human work and activities, and hence the presence of leadership is typical not only in the field of entrepreneurship, but also in political activity of people. People should be won over, gathered around a specific idea, and motivated to focus their knowledge and abilities, their creative energy and potentials towards achieving political or other goals and tasks of the organization. Political leadership should be understood as the process which directs the activity of the members of the team (group or political party) towards achieving the objectives and goals of political organizations. Leadership implies two sides: the leader who creates a vision, and followers (subordinates) who support the vision and follow the ideas and plans of the leader. The activities of a leader must be focused on the effectiveness, that is, on finding real and acceptable political action. Nature of activities of a leader also depends on his/her position in the political organization. Although all holders of political leadership in a given political organization are responsible for adapting to change and achieving the goal of political action, that does not mean that their level of responsibility is equal. Political leadership is integral part of political space, but also an indispensable element of successful work of political organization. Leadership implies the ability to influence other people to cooperate and to contribute to achieving the overall goals and objectives of political organization through their work and actions. Hence, the basic features of political leadership result from its nature and the relevant facts related to the term. Generally, in the literature prevails opinion that political leadership can also be recognized as leadership in other areas of human activities. Thus, the political leadership is identified by the following features: the fact that not only leader participates in it, but also all members of the organization; it relies on human resources rather than on technical and technological superiority; it attempts to monitor changes in the environment, to project changes in the organization and to ensure the necessary adjustments. Political leadership is a collective process which involves both the leaders and members of political organizations (their followers). Such observations lead to the conclusion that the subjects of political leadership are leaders and their followers. Leader is a person able to shape the vision and project strategy of work and development of a political organization, as well as to win over members of political parties to believe in the vision and strategy in order to become loyal followers, willing to invest additional efforts to achieve the set goals and tasks. The process of leadership, as noted, besides leaders, also includes members of political organization, regardless of what they do, their professional profile, how much experience they have and what their contribution to the work is.Activities of political leadership do not depend solely on the leader and his/her abilities, qualities and skills, but also on a number of factors which may include: personal features of leader; features of members of political parties or subordinates; and characteristics of environment. From the aforementioned, one can draw a general conclusion that the performance of political organization is result of individual features (leader’s and party members’), the efforts and organizational support.

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Efficiency of pay for performance programs in Romanian companies and the mediating role of organizational justice

Efficiency of pay for performance programs in Romanian companies and the mediating role of organizational justice

Author(s): Sebastian URIEȘI / Language(s): English Issue: 1/2017

The present research examined the influences of pay for performance programs on employee performance in the Romanian context, by comparing a sample of employees in companies in which such programs are implemented to a sample of employees in organizations in which performance is not used as a criterion in deciding financial rewards. Results show that the work performances of the former, as evaluated by the direct supervisors of each employee, are significantly higher than those of the latter, and that this effect of performance pay is partly mediated by its positive effects on employee perceptions of distributive and procedural justice. Furthermore, results indicate that the individual – level financial incentive systems are more efficient in fostering work performance than the team – level performance pay programs in the Romanian employee sample, and that they also have stronger effects on the two dimensions of organizational justice.

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Sprawiedliwość i emocje w sądowym stosowaniu prawa

Sprawiedliwość i emocje w sądowym stosowaniu prawa

Author(s): Maciej Wojciechowski / Language(s): Polish Issue: XXXV/2016

The article outlines two dimensions of relations between justice and emotions. The first one relates to law application as well as the presence of emotions and the strategies of coping with them by the participants of this process. The second dimension concerns the genesis of emotions on a horizontal level where Justice may be a determinant of assessments formulated by the entities with respect to their mutual replacement relationships. The article focuses on the first dimension and presents the assumptions about emotions that directly or indirectly are accepted by authors who postulate to move away from the perception of emotions as irrational manifestations of human existence. Finally, the Author presents a postulated model of emotion management by judges.

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Relationship between learning, knowledge creation and organisational performance

Relationship between learning, knowledge creation and organisational performance

Author(s): Valerij Dermol / Language(s): English Issue: 1/2013

In the paper we suggest a model of organisational learning (OL) consisting of four connected constructs related to the processes of learning and knowledge creation, and organisational performance. With the use of structural equation modelling we confirm strong positive relationships between constructs of information acquisition, knowledge creation and cognitive and behavioural changes, all together leading to changes in organisational performance. We also recognise information interpretation as a process positively related to knowledge creation but on the other hand related neither to cognitive and behavioural changes nor organisational performance. The findings explain OL from the viewpoints of single and double loop learning and emphasise the importance of introducing both of them in the organisation.

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Socialinės grupės darnos vystymo perspektyvos mažinant socialinį dykinėjimą

Socialinės grupės darnos vystymo perspektyvos mažinant socialinį dykinėjimą

Author(s): Jolita Vveinhardt,Justina Banikonytė / Language(s): Lithuanian Issue: 77/2017

The purpose of this research is to elaborate development perspectives of the social group cohesion seeking to reduce the incidence of the phenomenon. The authors analyse theoretical and empirical studies on social loafing and based on this analysis try to identify the causes of the phenomenon. In the article, analysis of the concept of social loafing is presented, distinguishing the essential demotivating factors in working groups of organisations. Moreover, the reasons of occurrence and existence of social loafing are analysed in a way of grouping them. The beliefs of employees and their behaviours conditioned by them are discussed, determining the emergence and/or suppression of social loafing.

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Connection between the psychical well-being and spiritual intelligence as factors of a requisitely holistic management

Author(s): Simona Šarotar Žižek,Amna Potočnik,Tadej Breg / Language(s): English Issue: 1/2012

Spiritual intelligence, as philosophy of company's management, is changing the meaning and purpose of conducting business. Upgraded with spiritual capital it is representing awareness of higher purpose than just profit, and is also a basis for achieving a psychical well-being of employees, which stimulates creativeness, innovativeness, and consequentially, the competitiveness of company. In this article we focus on spiritual intelligence and capital, which we connect to psychical well-being of individual. Our objective is to examine the non-technological phenomena to requisitely holistically manage human resources in organizations; economic and business theories are one-sided. Psychical well-being is determined by hedonistic (emphasis on subjective well-being) and eudaimonical (emphasis on self-realization) perspectives.. Comprehensions of both approaches are combined in psychical well-being of individual, which determines his/her satisfaction, creativeness and productiveness. Methodology applied is qualitative analysis and literature review focused on the field of HRM, human holism including spiritual intelligence, well-being, management, and systems theories.

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Relationship between mission statement and company performance

Author(s): Valerij Dermol / Language(s): English Issue: 1/2012

Mission statement is a managerial tool which has the power of directing the behaviour in a company. The important question we can ask is whether the existence of a mission statement is associated with company performance or not. Findings of different studies exploring this relationship are not very conclusive. Besides, mission statements often comprise of different components or dimensions. It seems that relationship between the mission statement and company performance depends on mission statement dimensions as well. In our research based on a sample of 394 Slovenian companies we explore the links between the existences of a mission statement and its components on one side, and different measures of company performance on the other. We recognized value added per employee (VAE) as the only performance measure associated with existence or non-existence of mission statement. Besides, VAE is associated with two possible mission statement dimensions - focus on relationships and focus on company resources.

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Relationship between career program characteristics and job satisfaction in a city based local authority

Relationship between career program characteristics and job satisfaction in a city based local authority

Author(s): Azman Ismail,Nik Ghazali Nik Daud,Hidayah Madrah / Language(s): English Issue: 1/2011

According to the human resource development literature, career program has two salient characteristics: career planning and career management. Recent studies in this area reveal that the ability of management to properly implement such career program characteristics may have a significant impact on job satisfaction. Although the nature of this relationship is interesting, little is known about the role of career program characteristics as an important antecedent of job satisfaction in the workplace career models. Therefore, this study was conducted to examine the relationship between career program and job satisfaction in a city based local authority in Sabah, Malaysia. A survey research method was used as the main instrument to gather data from employees in the organization. The outcomes of testing hypothesis using a stepwise regression analysis showed two important findings: first, career planning insignificantly correlated with job satisfaction. Secondly, career management significantly correlated with job satisfaction. Statistically, this result demonstrates that the career planning does not act as an important determinant of job satisfaction, career management act as an important determinant of job satisfaction in the career model of the organizational sample. In addition, discussion, implications and conclusion are elaborated.

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Contact – the client - organization synapses

Contact – the client - organization synapses

Author(s): Adriana MANOLICĂ,Teodora Cristina Roman,Ioana Grasu / Language(s): English Issue: 1/2011

In a more and more diverse service related economical environment the client is ambushed by lots of information regarding that particular area. The customer’s attitude towards either a certain type of service or the other comes mainly from inexact sources of information detained before having had a direct contact with the company at hand. Most of the time this information is absorbed via friends, commercials and it is subjective. Nevertheless, this initial type of information is not static at all. It has the tendency of working its way up towards modifying the company’s attitude towards customers. A great role in this molding process has the assistance personnel. Those people are the lesion between the company and the client, transforming the customer’s needs into potential services. In certain cases these service people can help bend certain company’s offers around certain customers. This article aims at underlying the role of these particular service people, as an interface between the client and the company. The main objective of these paper is finding the appropriate staff contact characteristics for different types of services. Their existence determines the relationship between client and organization, transforming the customer desires into services that can be offered and simultaneously modeling (where applicable) the company's offer according to the client.

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