Background: Due to the deregulation of the European airline industry within the 1980’s, competition between airlines has intensified greatly. The emergence of low-cost carriers has given rise to the competition on price. However, meeting customer demands and delivering high-quality service, beyond the mere price factor, is still crucial for an airline’s survival. Previous literature has focused on the interactive marketing aspect between employees and passengers when it comes to service quality and customer satisfaction. Today, there is a gap between what management does to satisfy its employees. This research will evaluate what should be done by management in order to meet customer expectations and perform an excellent service.   Purpose: The purpose of this study is to determine how Germania’s management inhibited its employees in delivering superior service quality and how distributed communication within the Service Marketing Triangle negatively affects the Internal Marketing Model. The study’s empirical findings contribute to existing internal marketing literature and result in an extension of the Internal Marketing Model according to Ahmed and Rafiq (2002).   Method: A qualitative method consisting of semi-structured interviews with four former airline employees and two focus groups of 13 students was applied. This setup gives insight into both the consumer and employee perspective. Additionally, to handle the great amount of data, a thematic analysis was applied.   Conclusion: This study shows how Germania inhibited its employees from performing their work and deliver the service quality that was expected by customers. These inhibitions were mainly found in the tools that the company provided. The shortcomings can be found within the Service Marketing Triangle and an extension of the Internal Marketing Model is concluded from these. The findings and existing theory prove, that employee motivation, job satisfaction and employee empowerment are crucial aspects when it comes to meeting customer expectations and hence, delivering excellent service. The degree of the employees’ empathy, competence, and professionalism determine, whether the customer is satisfied and whether they are loyal to the airline.

This dissertation presents an analytical framework based on the processes of social identification and self-categorization as mechanisms through which team-focused leadership and group affective tone separately and jointly contribute to team outcomes at both the team and team member levels A review of relevant literature supported the development of the research hypotheses The hypotheses were tested using multilevel structural equation modeling and single level path analysis to tease out significant effects of team leadership and affective processes in teams The results of single level path analyses demonstrated that leaders and team members contribute to the affective tone of a team through the sharing of emotions and processes of emotional contagion and norms of emotional expression via identification and self-categorization processes Both individual leaders (vertical team-focused leadership) and team members sharing in leadership processes (shared team-focused leadership) were found to distinctly contribute to group affective tone and the important team outcomes of team performance, creativity, trust, team member engagement, team member identification, and team member citizenship behaviors The results further demonstrated that the affective tone of a team (group affective tone) has direct effects on team member outcomes, and mediates direct effects on outcomes of team-focused leadership Group affective tone was found to mediate the effects of both vertical and shared team-focused leadership on team member engagement, identification, citizenship behaviors, and team trust The results are relevant to both researchers interested in studying leadership and affective processes in teams and to management practitioners interested in understanding contributions to team effectiveness The consideration of both team-focused leadership and the affective tone of a team matter in team effectiveness The emotional climate of a team appears to be important to team member outcomes more so than team-level outcomes Therefore, what managers consider to be important indicators of team effectiveness (either team-level or team member-level) determine the actions of a manager to monitor and strengthen the positive affective tone of a team Limitations are discussed and future research directions are provided to extend the observations of this study / Includes bibliography / Dissertation (PhD)--Florida Atlantic University, 2016 / FAU Electronic Theses and Dissertations Collection

Submitted by Elba Lopes (elba.lopes@fecap.br) on 2016-02-10T14:57:11Z No. of bitstreams: 2 Alexandre_Luis_Gonzaga.pdf: 709405 bytes, checksum: 4d482624a35ea9c5fee2573da0231a90 (MD5) license_rdf: 23148 bytes, checksum: 9da0b6dfac957114c6a7714714b86306 (MD5) / Made available in DSpace on 2016-02-10T14:57:11Z (GMT). No. of bitstreams: 2 Alexandre_Luis_Gonzaga.pdf: 709405 bytes, checksum: 4d482624a35ea9c5fee2573da0231a90 (MD5) license_rdf: 23148 bytes, checksum: 9da0b6dfac957114c6a7714714b86306 (MD5) Previous issue date: 2003-11-24 / Burnout, a widely studied phenomenon, has been defined as having a three dimension structure. In this study, the instrument was translated to Portuguese and afterwards the survey was applied in a financial institution. The instrument was submitted to a statistic validation with the use of factorial analysis - Equamax rotation and tests KMO and Barlett - opening the way to the comparison with Barnet works et al. (1999), Gil-Monte (2002), Jimenez (2002) and Maslach & Jackson (1986). It was identified a structure with five factors in the process of validation of Maslach Burnout Inventory opening new perspectives of analysis of this syndrome in the working place. The octagonal rotation did not confirm the factors predicted by Maslach and Jackson. This way the factors were called: 1 - Street in the workplace; 2 - Interpersonal relationship; 3 - Satisfaction in the workplace; 4 - Interest in the customer service; 5 - Apathy in the workplace. / Burnout, um fen??meno amplamente estudado, tem sido definido como tendo uma estrutura fatorial de tr??s dimens??es. Neste estudo efetuou-se a tradu????o do instrumento para a l??ngua portuguesa, e o submetemos a valida????o segundo m??todos quantitativos, abrindo caminho para compara????o com os trabalhos de Barnet et. al. (1999), Gil-Monte (2002), Grajales (2000), Jimenez (2002) Schutte (2000) e Maslach & Jackson (1986). N??s identificamos uma estrutura de cinco fatores no processo de valida????o do instrumento de medida Maslach Burnout Inventory abrindo novas perspectivas de an??lise desta s??ndrome no ambiente de trabalho. A rota????o ortogonal n??o confirmou os fatores previstos por Maslach & Jackson. Assim, os fatores foram denominados: 1- Stress no local de trabalho; 2- Relacionamento interpessoal; 3- Satisfa????o no trabalho; 4- Atendimento ao cliente; 5- Apatia no trabalho.

by Chan Oi-hung Blanche and Ho Wing-Keung Patrick. / Includes questionnaire in Chinese. / Thesis (M.B.A.)--Chinese University of Hong Kong, 1994. / Includes bibliographical references (leaves 146-148). / ABSTRACT --- p.ii / TABLE OF CONTENTS --- p.iii / LIST OF TABLES --- p.v / ACKNOWLEDGMENTS --- p.vi / Chapter / Chapter I. --- INTRODUCTION --- p.1 / Background --- p.1 / Literature Review --- p.4 / Preview --- p.9 / Chapter II. --- METHODOLOGY --- p.11 / Areas of Measurement --- p.11 / Time of Measurement --- p.12 / Measurement Tools and Sample --- p.12 / Interviews --- p.13 / Questionnaires --- p.13 / Sample --- p.14 / Design of Questionnaire --- p.16 / Chapter III. --- FINDINGS / RESULTS --- p.19 / Overall Scores --- p.19 / Perception of an Ideal Job --- p.19 / Ideal Job Vs Actual Job --- p.21 / Motivation --- p.24 / Meaning of Work (MOW) --- p.25 / "The Teller Job - Expectation, Perception and Their Differences" --- p.26 / "Life in Hong Kong - Expectation, Perception and Their Differences" --- p.27 / Categorization By Background Grouping --- p.28 / Motivation --- p.28 / Meaning of Work (MOW) --- p.30 / Chapter IV. --- DISCUSSION --- p.32 / Ideal Job --- p.32 / Ideal Job Vs Actual Job --- p.36 / Motivation --- p.41 / Meaning of Work (MOW) --- p.45 / Differences between Expectation and Perception of the Job in Hong Kong --- p.46 / Differences between Expectation and Perception of Life in Hong Kong --- p.52 / Adaptation in Job and Life --- p.57 / Limitation --- p.58 / Chapter V. --- RECOMMENDATIONS --- p.60 / Recruitment Process --- p.62 / Follow-Up Programme --- p.65 / Chapter VI. --- CONCLUSION --- p.66 / APPENDIX --- p.68 / REFERENCES --- p.146 / BIBLIOGRAPHY --- p.147

Abstract not available

<p>The purpose of this thesis is to study what motivational factors motivates the staff in the public elderly care and to investigate how the staff ranks the different motivational factors and if the rankings differ depending on gender, age, education, type of employment, time of employment, employer, income and ethnic background. The thesis is based on a questionnaire study with a total of 97 participants. The questionnaire was constructed with the help of prior similar studies conducted in the USA and Malaysia over a sixty-year time period. These studies are then used to analyze the results. The participants in our thesis were given ten motivational factors to rank according to what they believed motivated them the most.  The results showed that the participants rank <em>“good wages” </em>as the highest motivational factor for work motivation and <em>“possibility to advance to a higher position”</em> as the least motivating factor. The theoretical base is the <em>Two-factor theory</em> of motivation by Herzberg. We concluded from the results of our research that the participants were dissatisfied with their work situation as their hygiene factors were not contented according to the two-factor theory.          </p>

<p>This paper aims to examine how employee motivation is affected during the operational combination stage of a merger between two relatively small Swedish professional service firms. This is done through a quantitative study conducted by examining the relationship between employee motivation and three approaches; social identity, role conflict and acculturation. Those approaches were first by themselves tested in order to examine the relationship between their respective indicators that represent respective approach. The main result of this study is that the three approaches have a positive significant impact on employee motivation. Therefore, it is important for the professional service firm to take those variables into consideration when formulating future strategies and when trying to improve the organizational climate.</p>

This paper aims to examine how employee motivation is affected during the operational combination stage of a merger between two relatively small Swedish professional service firms. This is done through a quantitative study conducted by examining the relationship between employee motivation and three approaches; social identity, role conflict and acculturation. Those approaches were first by themselves tested in order to examine the relationship between their respective indicators that represent respective approach. The main result of this study is that the three approaches have a positive significant impact on employee motivation. Therefore, it is important for the professional service firm to take those variables into consideration when formulating future strategies and when trying to improve the organizational climate.

The purpose of this thesis is to study what motivational factors motivates the staff in the public elderly care and to investigate how the staff ranks the different motivational factors and if the rankings differ depending on gender, age, education, type of employment, time of employment, employer, income and ethnic background. The thesis is based on a questionnaire study with a total of 97 participants. The questionnaire was constructed with the help of prior similar studies conducted in the USA and Malaysia over a sixty-year time period. These studies are then used to analyze the results. The participants in our thesis were given ten motivational factors to rank according to what they believed motivated them the most.  The results showed that the participants rank “good wages” as the highest motivational factor for work motivation and “possibility to advance to a higher position” as the least motivating factor. The theoretical base is the Two-factor theory of motivation by Herzberg. We concluded from the results of our research that the participants were dissatisfied with their work situation as their hygiene factors were not contented according to the two-factor theory.

published_or_final_version / Housing Management / Master / Master of Housing Management