Robert Waldersee
Biographic Data
| ID | 6470016 |
|---|---|
| NAME | Robert Waldersee |
| GIVEN NAMES | Robert |
| FAMILY NAME | Waldersee |
| SIGNATURE | WALDERSEE R |
| AFFILIATIONS | Queensland University of Technology |
| VERIFIED | No |
| TOTAL WORKS | 3 |
| TOTAL CITATIONS | 4 |
| AUTHOR COUNT | 3 |
| EDITOR COUNT | 0 |
| FIRST PUBLICATION YEAR | 1989 |
| LATEST PUBLICATION YEAR | 1999 |
| H-INDEX | 2 |
The Art of Service v The Science of Measurement
Mantras such as ‘If you can’t measure it you can‘t manage it’ have become standards of management practice. At no point are the logic or assumptions that link measurement to performance questioned. Formal measurement has its place in the broader art of service leadership. But so do the other aspects of assessment, including personal experience of the service, observation, frontline input, customer meetings and a raft of informal monitoring activi…
The impact of positive and corrective feedback on customer service performance
Determining and interpreting the impact that different types of feedback have on performance has been difficult because there are a number of complex theoretical processes or mechanisms involved. To minimize some of this complexity and rule out possible alternate explanations in this study subjects in highly routine tasks were used (111 employees from 11 fast food restaurants). A quasi‐experimental field design compared the effects of positive ve…
What do we really know about EAPs?
The time has come to make a comprehensive, critical assessment of the increasingly popular EAPs. To date, with very few exceptions, only glowing reports in the literature are available. This EAP literature is reinterpreted and methodological flaws are identified in analyzing usage patterns, legal issues, success rates, and cost‐benefit calculations. The real and potential weaknesses and limitations need to be recognized in order to make EAPs more…
The Art of Service v The Science of Measurement
Mantras such as ‘If you can’t measure it you can‘t manage it’ have become standards of management practice. At no point are the logic or assumptions that link measurement to performance questioned. Formal measurement has its place in the broader art of service leadership. But so do the other aspects of assessment, including personal experience of the service, observation, frontline input, customer meetings and a raft of informal monitoring activi…
The impact of positive and corrective feedback on customer service performance
Determining and interpreting the impact that different types of feedback have on performance has been difficult because there are a number of complex theoretical processes or mechanisms involved. To minimize some of this complexity and rule out possible alternate explanations in this study subjects in highly routine tasks were used (111 employees from 11 fast food restaurants). A quasi‐experimental field design compared the effects of positive ve…
What do we really know about EAPs?
The time has come to make a comprehensive, critical assessment of the increasingly popular EAPs. To date, with very few exceptions, only glowing reports in the literature are available. This EAP literature is reinterpreted and methodological flaws are identified in analyzing usage patterns, legal issues, success rates, and cost‐benefit calculations. The real and potential weaknesses and limitations need to be recognized in order to make EAPs more…
The impact of positive and corrective feedback on customer service performance
Determining and interpreting the impact that different types of feedback have on performance has been difficult because there are a number of complex theoretical processes or mechanisms involved. To minimize some of this complexity and rule out possible alternate explanations in this study subjects in highly routine tasks were used (111 employees from 11 fast food restaurants). A quasi‐experimental field design compared the effects of positive ve…
The Art of Service v The Science of Measurement
Mantras such as ‘If you can’t measure it you can‘t manage it’ have become standards of management practice. At no point are the logic or assumptions that link measurement to performance questioned. Formal measurement has its place in the broader art of service leadership. But so do the other aspects of assessment, including personal experience of the service, observation, frontline input, customer meetings and a raft of informal monitoring activi…
Computer Science (3 works) · Engineering (3 works) · Business (2 works) · Psychology (2 works) · Social Psychology (2 works) · Artificial Intelligence (1 works) · Behavioral and Psychological Studies (1 works) · Behavioral Health and Interventions (1 works) · Community Development and Social Impact (1 works) · Control (management (1 works)