Thesiss

This study explores the relationship between the empowerment of front-line employees and service quality (in terms of customer satisfaction) in the United Arab Emirates (UAE) banking industry. The UAE banking industry is a sector in which minimal research has been published. The…

The purpose of the quantitative correlational research study was to determine, through one multiple linear regression analysis, if front-line employees' perception of managers' leadership skills and the perceptions of organizational support for training were significantly associ…

The main objective of this research is to examine the relationship between the internal and external service quality dimensions in Egyptian commercial banks. To achieve this objective, the thesis introduced the internal–external service quality model which proposes that the inte…

Poor quality of information and forecasting create a number of problems for manufacturing companies, such as poor planning of products and insufficient service levels, which leads to increased inventory and stock holding or stockouts and increased total costs. Cussons (UK) Limit…

Emotional labour was conceptualised by Hochschild in 1983 as a form of oppression on the service worker devised by a capitalist society; where not only were workers’ physical actions managed, but their emotions as well. Research in the area developed this concept identifying the…