Firms with the ability to provide superior customer service can accrue significant competitive advantage and research suggests that frontline service employees' (FLSEs) actions have a considerable influence on the success of service operations. Yet, the high level of customer defections consistently attributed to poor and indifferent service…

An empirical test of the service-profit chain in a large United Kingdom retail business explored how employee attitudes and behavior can improve customer retention and, consequently, company sales performance. Data were collected from 65,000 employees and 25,000 customers from almost 100 stores. The business collected customer satisfaction for…

Three presentations are provided from Symposium 33, Work Motivation, of the Academy of Human Resource Development (HRD) 2000 Conference Proceedings. "An Attitudinal Examination of the Role of HRD in Voluntary Turnover in Public Service Organizations" (Kenneth R. Bartlett, William R. McKinney) compares public service managers who voluntarily left…

This document contains three papers from a symposium on emotion and behavior in the workplace that was conducted as part of a conference on human resource development (HRD). "Emotion Work, and Perceptions of Affective Culture in a Military Nonprofit Organization" (Jamie L. Callahan, David R. Schwandt) reports on a study of the emotion…