Measuring customers’ satisfaction with E-government services in Egypt "A case study of E-Education Services" 1 Contents I.Introduction and research problem II.The E-government and customer satisfaction (Theoretical Framework) a- E-government services b- Customer satisfaction c-The relationship between the two concepts Page number 3 4-7 III.Measuring customers’ satisfaction with E-government services in Egypt (A case study on E-education services) a- The Egyptian experience
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approach to investigating workplace behaviour 1.3 Assess strength & limitations of qualitative & quantitative approaches to understand the workplace behaviour 2.1 Describe the type of individual differences which have been the subject of assessment 2.2 Assess the usefulness of psychometric instruments with particular references to reliability and validity 2.3 Make justified communications for the use of two types of measures of individual differences in making business decisions 3.1 Use
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03 Customer expectations of service L EARNING O BJECTIVES This chapter’s objectives are to: 1 Recognize that customers hold different types of expectations for service performance. 2 Discuss the sources of customer expectations of service, including those that are controllable and uncontrollable by marketers. 3 Acknowledge that the types and 54 sources of expectations are similar for end consumers and business customers, for pure service and product-related service, for
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40% • Increasing accountability and improving services • Access to World Class capabilities • Shifting from relatively fixed to variable costs Macro Drivers • Shifting focus to strategic business objectives • Transforming your business through innovation • Being agile and ready to respond to market change: M&A , growth, divestitures, etc. 1 * 3. Global Trends Global Birth Rates Global Birth Rates ChinaPotential Player – Offshore IT services market in China will continue per 1,000 population:
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Assessment Material and Sample Ministry Report A. Interview Questions * Schein, Edgar H. (1992). Organizational Culture and Leadership. San Francisco, CA: Jossey-Bass Publishers, Second Edition (pp.177-178). 1. “Let’s go back over the history of your organization.” a. “Who was involved?” b. “What were the critical problems in getting started?” c. “What was the basic mission of the group at that time?” d. “Were there
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COLLOQUIUM includes debate by practitioners and academicians on a contemporary topic Leadership Development in Organizations in India: The Why and How of It (Part II) Aarti Shyamsunder*, Anand S, Ankush Punj, Arvind Shatdal, B M Vyas*, Balaji Kumar*, Binu Philip*, C Manohar Reddy, Chitra Sarmma*, Gopal Mahapatra*, Govind Srikhande*, Kartikeyan V*, Manoj Kumar Jaiswal, Nandini Chawla, Prabhat Rao*, Prakash K Nair*, Prasad Kaipa*, Rajshekhar Krishnan*, Rishikesha T Krishnan, Rituraj Sar, S K Vasant*
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Abstract Data from 95 frontline hotel employees in 10 four star hotel in Jordan show strong association between three significant conditions (communication and information-flow, incentives, and knowledge and skill) and employee empowerment. The findings in this research suggest that communication and information-flow, incentives, knowledge and skill and autonomy among hotel service-employees may have a direct and strong impact on the empowerment of hotel service employees. These four conditions accounted
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professionals into practical, how-to guidance on critical workplace issues and problems. These resources are supported by case studies, worksheets, and job aids and are frequently supplemented with CD-ROMs, websites, and other means of making the content easier to read, understand, and use. Essential Tools Pfeiffer’s Essential Tools resources save time and expense by offering proven, ready-to-use materials—including exercises, activities, games, instruments, and assessments—for use during a training
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STRATEGIC HUMAN RESOURCE MANAGEMENT – HRM 3138 LECTURE NOTES 2AGEM Strategic management deals with the managerial aspect of strategy. A number of concepts that are often confused will have to be considered, namely, strategic decisions, strategy, and strategic management. 1. Strategic Decisions These are the decisions that affect the long-term well-being of the organisation. Such decisions involve major resource commitments and are difficult to reverse, implying a long-term commitment. Decisions
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UNDERSTANDING SERVICES SERVICES IN THE MODERN ECONOMY As consumers, we use services every day. Turning on a light, watching TV, talking on the telephone, riding a bus, visiting the dentist, mailing a letter, getting a haircut, refueling a car, writing a check, or sending clothes to the cleaners are all examples of service consumption at the individual level. T h e institution at which you are studying is itself a c o m p l e x service organization. In addition to educational services, today's college
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