Winning the Service Game

ISBN-10: 0875845703

ISBN-13: 9780875845708

Edition: 1995

List price: $32.95
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Book details

List price: $32.95
Copyright year: 1995
Publisher: Harvard Business Review Press
Publication date: 3/1/1995
Binding: Hardcover
Pages: 320
Size: 6.50" wide x 9.50" long x 1.25" tall
Weight: 1.342

#60;b#62;SHORT AUTHOR BIOS (TO BE PUT ON BACK OF BOOK):#60;/b#62;#60;br#62;#60;p#62;#60;b#62;William H. Macey#60;/b#62; is CEO of Valtera and has 30 years of experience consulting with organizations to design and implement survey research programs. He is a Fellow of SIOP, APA, and APS and is a SIOP past president. #60;br#62;#60;p#62;#60;b#62;Benjamin Schneider#60;/b#62; is Senior Research Fellow at Valtera and Professor Emeritus of the University of Maryland. #60;br#62;#60;p#62;#60;b#62;Karen M. Barbera#60;/b#62; is a Managing Principal at Valtera Corporation, responsible for overseeing the practice group focused on employee engagement surveys and organizational diagnostics. #60;br#62;#60;p#62;#60;b#62;Scott A. Young#60;/b#62; is a Managing Consultant at Valtera Corporation, where he consults with the firm's organizational survey clients on content development and measurement, reporting and interpretation of results, research, and action planning.#60;br#62;#60;p#62;#60;b#62;FULL AUTHOR BIOS (TO BE INCLUDED INSIDE THE BOOK):#60;/b#62;#60;br#62;#60;p#62;#60;b#62;William H. Macey#60;/b#62; is CEO of Valtera and has 30 years of experience consulting with organizations to design and implement survey research programs. He has served as an advisor to the Mayflower Group since 1992 and is the co-author of several recent publications on employee engagement. He is a Fellow of SIOP, APA, and APS and is a SIOP past president. He received his Ph.D. from Loyola University Chicago in 1975.#60;br#62;#60;p#62;#60;br#62;#60;p#62;#60;b#62;Benjamin Schneider#60;/b#62; is Senior Research Fellow at Valtera and Professor Emeritus of the University of Maryland. He has won Distinguished Scientific Contributions Awards both in Psychology and Marketing, he has published 9 books and more than 140 journal articles and book chapters. He has also consulted widely with many Fortune 100 companies especially on issues concerning organizational service climate and employee engagement, and the way these link to customer satisfaction and financial success.#60;br#62;#60;p#62;#60;br#62;#60;p#62;#60;b#62;Karen M. Barbera#60;/b#62; is a Managing Principal at Valtera Corporation, responsible for overseeing the practice group focused on employee engagement surveys and organizational diagnostics. She consults with numerous Fortune 100 level companies on the design, execution, and use of employee surveys to drive organizational improvement efforts, including the delivery of C-suite presentations of results. She is also the principal author of Valtera's feedback and action planning programs. She received the Ph.D. in industrial and organizational psychology from Bowling Green State University.#60;br#62;#60;p#62;#60;br#62;#60;p#62;#60;b#62;Scott A. Young#60;/b#62; is a Managing Consultant at Valtera Corporation. He consults with the firm's organizational survey clients on content development and measurement, reporting and interpretation of results, research, and action planning. In addition, he has consulted with clients on multi-rater feedback and employee selection, and oversees the development of Valtera's proprietary employee survey normative data and research. He received his Ph.D. in industrial and organizational psychology from Northern Illinois University.#60;b#62;SHORT AUTHOR BIOS (TO BE PUT ON BACK OF BOOK):#60;/b#62;#60;br#62;#60;p#62;#60;b#62;William H. Macey#60;/b#62; is CEO of Valtera and has 30 years of experience consulting with organizations to design and implement survey research programs. He is a Fellow of SIOP, APA, and APS and is a SIOP past president. #60;br#62;#60;p#62;#60;b#62;Benjamin Schneider#60;/b#62; is Senior Research Fellow at Valtera and Professor Emeritus of the University of Maryland. #60;br#62;#60;p#62;#60;b#62;Karen M. Barbera#60;/b#62; is a Managing Principal at Valtera Corporation, responsible for overseeing the practice group focused on employee engagement surveys and organizational diagnostics. #60;br#62;#60;p#62;#60;b#62;Scott A. Young#60;/b#62; is a Managing Consultant at Valtera Corporation, where he consults with the firm's organizational survey clients on content development and measurement, reporting and interpretation of results, research, and action planning.#60;br#62;#60;p#62;#60;b#62;FULL AUTHOR BIOS (TO BE INCLUDED INSIDE THE BOOK):#60;/b#62;#60;br#62;#60;p#62;#60;b#62;William H. Macey#60;/b#62; is CEO of Valtera and has 30 years of experience consulting with organizations to design and implement survey research programs. He has served as an advisor to the Mayflower Group since 1992 and is the co-author of several recent publications on employee engagement. He is a Fellow of SIOP, APA, and APS and is a SIOP past president. He received his Ph.D. from Loyola University Chicago in 1975.#60;br#62;#60;p#62;#60;br#62;#60;p#62;#60;b#62;Benjamin Schneider#60;/b#62; is Senior Research Fellow at Valtera and Professor Emeritus of the University of Maryland. He has won Distinguished Scientific Contributions Awards both in Psychology and Marketing, he has published 9 books and more than 140 journal articles and book chapters. He has also consulted widely with many Fortune 100 companies especially on issues concerning organizational service climate and employee engagement, and the way these link to customer satisfaction and financial success.#60;br#62;#60;p#62;#60;br#62;#60;p#62;#60;b#62;Karen M. Barbera#60;/b#62; is a Managing Principal at Valtera Corporation, responsible for overseeing the practice group focused on employee engagement surveys and organizational diagnostics. She consults with numerous Fortune 100 level companies on the design, execution, and use of employee surveys to drive organizational improvement efforts, including the delivery of C-suite presentations of results. She is also the principal author of Valtera's feedback and action planning programs. She received the Ph.D. in industrial and organizational psychology from Bowling Green State University.#60;br#62;#60;p#62;#60;br#62;#60;p#62;#60;b#62;Scott A. Young#60;/b#62; is a Managing Consultant at Valtera Corporation. He consults with the firm's organizational survey clients on content development and measurement, reporting and interpretation of results, research, and action planning. In addition, he has consulted with clients on multi-rater feedback and employee selection, and oversees the development of Valtera's proprietary employee survey normative data and research. He received his Ph.D. in industrial and organizational psychology from Northern Illinois University.

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