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Employee Perception on Commitment Oriented Work Systems

van der Wiele, Ton; Boselie, Boselie, J.P.P.E.F.; … - Erasmus Research Institute of Management (ERIM), … - 2001

Human resource management (HRM) does matter! Prior empirical research, summarized and classified in the work of Delery and Doty (1996), Guest (1997) and Boselie et al. (2000), suggests significant impact of HRM on the competitive advantage of organizations. The mainstream research on this topic...

Persistent link: https://www.econbiz.de/10010731129

Employee Perceptions of HRM and TQM and the Effects on Satisfaction and INtention to Leave

van der Wiele, Ton; Boselie, Boselie, J.P.P.E.F. - Erasmus Research Institute of Management (ERIM), … - 2001

There is a growing interest in theory and in practice with regard to the relationship between human resource management [HRM] and total quality management [TQM] as well as the relationship between these two perspectives and business performances. Empirical research suggests significant effects...

Persistent link: https://www.econbiz.de/10010730872

Mystery Shopping: In-depth measurement of customer satisfaction

van der Wiele, Ton; Hesselink, M. - Erasmus Research Institute of Management (ERIM), … - 2003

This paper will discuss the phenomenon Mystery Shopping in the field of customer satisfaction measurement techniques. By using the literature about Mystery Shopping definitions and restrictions of this instrument will be presented. Also, possible ways to present and use the gathered data will be...

Persistent link: https://www.econbiz.de/10010731170

High Performance Work Systems

van der Wiele, Ton; Boselie, Boselie, J.P.P.E.F. - Erasmus Research Institute of Management (ERIM), … - 2002

Quality Management (TQM) there is research evidence that 'best practices' and/or 'high performance work systems' (HPWS) can be … identified having positive impact on the performance of an organization (Waldman, 1994; Hendricks and Singhal, 1997 and 2001 … and performance, more precisely research on organizational-level research methods. We argue that further "research on …

Persistent link: https://www.econbiz.de/10010731284

The E-Business Research Network: summary of the results of the Dutch pilot survey

van der Wiele, Ton; van Iwaarden, Jos; Williams, … - Erasmus Research Institute of Management (ERIM), … - 2001

A project has been started with the intention to develop an E-Business Research Network on E-business related research in business and management. The initiative has been taken in co-operation between Erasmus University and UMIST to develop a project in which the first stage concerns the...

Persistent link: https://www.econbiz.de/10010731410

Mystery shopping: A tool to develop insight into customer service provision

van Iwaarden, Jos; van der Wiele, Ton; Hesselink, M. - Erasmus Research Institute of Management (ERIM), … - 2004

Reaching service excellence through a focus on the customer, demands more than just measuring customer satisfaction by means of questionnaire surveys. Nowadays, it is not sufficient anymore to have service excellence in services, processes and relationships. Now is the time to create excellence...

Persistent link: https://www.econbiz.de/10010731483

The Importance Of Customer Satisfaction In Organisational Transformation

van der Wiele, Ton; Hesselink, M.; Boselie, Boselie, … - Erasmus Research Institute of Management (ERIM), … - 2002

The volume of temporary labour has grown very fast during the last decades in Europe, as did the number of organizations with an intermediating role in relation to temporary (contingent) labour. All over the place there are small and large intermediaries trying to find the right persons for the...

Persistent link: https://www.econbiz.de/10010731491

A transparent role of information systems within business processes: A case study

van Iwaarden, Jos; van der Wiele, Ton; Verboom, M. - Erasmus Research Institute of Management (ERIM), … - 2004

Service organisations still struggle with the adoption of a road to excellence. Evidence exists that processes and systems in service organisations are not always as advanced as in manufacturing organisations. Adding a quality smile to the face of the service provider will not solve the problems...

Persistent link: https://www.econbiz.de/10010731508

Perceptions About The ISO 9000 (2000) Quality System Standard Revision And Its Value: The Dutch Experience

van der Wiele, Ton; van Iwaarden, Jos; Williams, … - Erasmus Research Institute of Management (ERIM), … - 2004

The aim of the research reported in this paper is to assess the relative value of the 2000 version of the ISO 9000 series of quality management system standards in comparison to the 1994 version. 773 organisations in the Netherlands which have all been certified to the ISO 9000 standard were...

Persistent link: https://www.econbiz.de/10010731509

Empirical Evidence for the Relation between Customer Satisfaction and Business Performance

van der Wiele, Ton; Boselie, Boselie, J.P.P.E.F.; … - Erasmus Research Institute of Management (ERIM), … - 2001

organisational performance data. The organisation is a Flexcompany with its headquarters in The Netherlands, but also operating in … positive relationship between customer satisfaction and organisational performance indicators, although the relationship is not …

Persistent link: https://www.econbiz.de/10010731541