Anees Janee Ali — новинки

In this research customer satisfaction and service quality have been considered as important factors for any organizations. However, empirical evidence concerning the relationship between customer satisfaction and service quality, offered by organizations, has remained unclear. This research tested a service quality model SERVQUAL to measure customer satisfaction with the delivery of service. Communication and its influence on customer satisfaction also evaluated. It must be mentioned that the American Customer Satisfaction Index was used to measure the overall satisfaction of customer. Five main dimensions of the service quality model SERVQUAL which were applied are tangibility, reliability, responsiveness, assurance and empathy and also the influence of communication on customer satisfaction is were tested during this survey. The model was applied to the customers who had previous experience from private hospitals on Penang Island. The purpose of this study was to investigate the factors that contribute to customer satisfaction in Penang’s’ private healthcare centers. The study helps to examine and understand the factors influenced in determining customer satisfaction.

The present study was designed to examine the relationship between emotional intelligence''s dimensions of employees working in service companies located in Penang and their organizational citizenship behaviors as perceived by their current supervisors in organization and to examine whether job control moderates the relationship between emotional intelligence''s dimensions and organizational citizenship behavior''s dimensions. Hypotheses were tested with 104 respondents received from 2 organizations. Results indicated that the appraisal, expression, and regulation of emotions in oneself is the most important dimension for all OCB''s dimension except for conscientiousness, it was found that the appraisal, expression, and regulation of emotions in others is the most important dimension. Also, it was found that job control only moderated the relationship between emotional intelligence''s dimensions and helping behavior dimension. Implications and limitations are also discussed and recommendations are provided for future research.

One of the objectives of the study is to produce a framework of repatriate children''s readjustment to the home country and to know about repatriates'' readjustment process in term of their children readjustment. The framework of the present study can be a step stone on the framework of repatriate children''s readjustment to the home country. There are many antecedents that are related to repatriate children''s readjustment. However, individual-related factors of repatriate children are the main focus antecedents of the present study, which are clearly presented in the framework of the present study. Interesting findings are presented.

Repatriation adjustment is widely researched in developed countries. This study intended to contribute to the Malaysian literature pertaining to this subject. The purpose of this study is to determine the impact of individual variable (self- efficacy), job variables role clarity, role conflict, role discretion, and role novelty), organizational variable (social support), and non- work variable (culture novelty) on the three dimensions of repatriation adjustment psychological well-being, socio-cultural adjustment, and work adjustment). Data were collected from 104 Malaysian repatriates. It was found that external self- efficacy impacted on psychological well-being and work adjustment. In relationship between job variables with repatriation adjustment, only role conflict showed a negative relationship with psychological well-being. However, the present study was not able to support the relationship between social support and repatriation adjustment. For the non-work variable, it was found that only culture novelty--basic elements, had a negative relationship with psychological well-being.

This book explores the dimensions of Cultural Traits and Heritage tourism in Penang. Penang is attractive to tourists because of its uniqueness, heritage and it is a cultural city with multi- racial ethnic population. Lack of knowledge and experience, combined with different interest may cause the tourism industry collapse. Cultural Traits and Heritage tourism is discussed as Penang''s opportunity to create tourism platform where resources and market would be kept and at the same time, competition with other World Heritage Cities will be created. Cultural Traits and Heritage recently has become an important topic and concept to tourism development especially in Penang since Penang was awarded as the World Heritage City by UNSECO in July 2008. Hence, in this research, it proposes the links of self representation to current desired outcomes of Penang''s distinctiveness and sustainability of Penang UNESCO award. At the same time, the model also tests how these outcomes influence the destination ability to meet tourists'' expectations and how Penang should act in competing in the global heritage tourism industry.

This book examines the influence of positive affect, negative affect, perceptions of merger and acquisitions success and perceptions of communication regarding merger and acquisitions on organizational commitment after merger and acquisitions. Results indicated that positive affect, perceptions of merger and acquisitions success and perceptions of communications regarding merger and acquisitions were positively related to organizational commitment after merger and acquisitions. However, the study did not find any significant relationship between negative affect and commitment. Although many previous researches indicated that employees from the acquired firm would be less committed to the organization after merger and acquisitions compared to employees from the acquiring firm, the results of the study did not find any significant difference in the level of organizational commitment between the acquired bank''s employees and the acquiring bank''s employees. The implications of the study are beneficial to not only companies planning for merger and acquisitions, but also to those planning for major corporate restructurings and so forth.

Customer satisfaction has become an essence of success in today''s highly competitive world. In service industry specifically, communication is vital to determine customer satisfaction. Past researches indicated that, most meaning of conversational messages comes from non-verbal communication. Therefore, this study intended to examine the relationship of non-verbal communication cues to customer satisfaction. A total of 210 hotel customers were sampled.They were evaluated on their perception on hotel employees'' non-verbal communication behavior that would lead to their satisfaction to the services provided. The results illustrate that three (interpersonal warmth, attire and proxemics) of the non-verbal communication cues were significant and positively related to customer satisfaction. Proxemics was rated as the non-verbal communication cues that provided the most impact on customer satisfaction.

This is a comprehensive study which covers worldwide respondents on expatriates’ supportive experiences in order for them to adjust to the host country. The main purpose of the present study is to determine whether a significant relationship exist between support received from expatriates of the same country, support from expatriates of different country(ies), support from local nationals/staffs and support from parent company with psychological well-being, socio-cultural adjustment and work adjustment.

It is obvious that retention of loyal students as customers of educational institutions is desirable and profitable in business of these institutions. While not everyone will be comfortable using concepts from business to an issue in education, applying the loyal customer retention model to student retention in this book gives a unique perspective to the issue of student retention and provides an economic justification for implementing retention programs. This book develops a model that can be used to determine the key influencers of student retention by integrating both relationship marketing and educational concepts. English as Foreign Language (EFL) schools in Iran have been selected as the focus of the study. A comprehensive conceptual framework is developed which includes variables such as students'' integration with peers, perceived quality of teacher-student interaction, and students'' trust in staff, students'' institutional commitment, and student retention. It was found that student''s integration with peers, trust in staff, and students'' institutional commitment have positive effect on student retention.

Level of education is one of the measures of nations'' wealth. Good quality graduates who are knowledgeable, adaptable and versatile to a great extent promise a realization of the nations'' vision. Thus, this has caused a need to have committed lecturers who are responsible to produce such graduates. As a result, these lecturers face role stressors in their workplace because there are many demands, expectations and workload that are at times unmanageable. The present study was carried out to examine the relationship between work role stressors and organizational commitment among public university lecturers. The questionnaires were distributed to the public university lecturers in Malaysia and out of 650 questionnaires distributed, 122 were returned. The major findings of the present study showed that role ambiguity and role conflict were the two role stressors that were negatively related to organizational commitment. It was also discovered that role ambiguity was the most dominant role stressor to organizational commitment. On the other hand, role overload was found insignificant to organizational commitment among lecturers.