| ชื่อเรื่อง | : | The impact of implicit and explicit communications to frontline staff on service delivery |
| นักวิจัย | : | Lings, Ian. , Beatson, Amanda. , Gudergan, Siegfried. |
| คำค้น | : | Service industries , Internal communications -- Internal market orientation -- Customer orientation -- Service delivery |
| หน่วยงาน | : | Central Queensland University, Australia |
| ผู้ร่วมงาน | : | - |
| ปีพิมพ์ | : | 2549 |
| อ้างอิง | : | http://hdl.cqu.edu.au/10018/9399 , cqu:857 , http://acquire.cqu.edu.au:8080/vital/access/manager/Repository/cqu:857 |
| ที่มา | : | Lings, I, Gudergan, S, & Beatson, A 2006, 'The impact of explicit communications to frontline staff on service delivery', Proceedings of the 20th ANZAM (Australian New Zealand Academy of Management) Conference on "Management: Pragmatism, Philosophy, Priorities", 6-9 December 2006, Central Queensland University, Rockhampton. http://acquire.cqu.edu.au:8080/vital/access/manager/Repository/cqu:857 |
| ความเชี่ยวชาญ | : | - |
| ความสัมพันธ์ | : | aCQUIRe [electronic resource] : Central Queensland University Institutional Repository. , Proceedings of the 20th ANZAM Conference [electronic resource] : Management : pragmatism, philosophy, priorities / edited by Jessica Kennedy and Lee Di Milia. Rockhampton. : Central Queensland University, 2006. Refereed 1921047348 |
| ขอบเขตของเนื้อหา | : | - |
| บทคัดย่อ/คำอธิบาย | : | Explicit communications, in the form of service direction and service training, have a significance impact on service delivery. Implicit communications, in the form of internal market orientation (IMO), also have significant consequences for service delivery. Affective commitment and customer orientation are identified as mediating the relationship between IMO and service delivery. Thus, organisations should pay particular attention to both implicit and explicit communications. Implicit communications foster employee commitment which will help service companies to retain employees and to foster positive attitudes toward service and consequently service delivery behaviours. |
| บรรณานุกรม | : |
Lings, Ian. , Beatson, Amanda. , Gudergan, Siegfried. . (2549). The impact of implicit and explicit communications to frontline staff on service delivery.
กรุงเทพมหานคร : Central Queensland University, Australia. Lings, Ian. , Beatson, Amanda. , Gudergan, Siegfried. . 2549. "The impact of implicit and explicit communications to frontline staff on service delivery".
กรุงเทพมหานคร : Central Queensland University, Australia. Lings, Ian. , Beatson, Amanda. , Gudergan, Siegfried. . "The impact of implicit and explicit communications to frontline staff on service delivery."
กรุงเทพมหานคร : Central Queensland University, Australia, 2549. Print. Lings, Ian. , Beatson, Amanda. , Gudergan, Siegfried. . The impact of implicit and explicit communications to frontline staff on service delivery. กรุงเทพมหานคร : Central Queensland University, Australia; 2549.
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