Dissertations / Theses on the topic 'Front line staff'
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Faulkner, Michael. "Leading change in a clinical practice : empowering front line staff to lead change." Thesis, Middlesex University, 2004. http://eprints.mdx.ac.uk/13398/.
Full textRidzi, Frank Michael DeVault Marjorie L. "Processing private lives in public: an institutional ethnography of front-line welfare intake staff post welfare reform." Related Electronic Resource: Current Research at SU : database of SU dissertations, recent titles available full text, 2003. http://wwwlib.umi.com/cr/syr/main.
Full textHutchison, Andrew John. "Making sense of varying standards of care : front-line staff experiences of working in residential care environments for adults with learning disabilites." Thesis, University of Birmingham, 2014. http://etheses.bham.ac.uk//id/eprint/5294/.
Full textKing, Robert Warren. "Helping the helpers : what factors contribute to health and wellness for front line staff within a public sector social services work environment?" Thesis, University of Leicester, 2016. http://hdl.handle.net/2381/39015.
Full textPotter, Michael Ross. "Striving for Balance: An Exploration of Regulatory Effectiveness in Financial Services Regulation, 1989 to 2008." Diss., Virginia Tech, 2012. http://hdl.handle.net/10919/27950.
Full textPh. D.
Fleming, Lesley Christine. "Investigating the impact of a leadership development program for nurse unit managers on the satisfaction of nursing staff." Thesis, Queensland University of Technology, 2013. https://eprints.qut.edu.au/63670/1/Lesley_Fleming_Thesis.pdf.
Full textHay, Rowena Friederike Castel. "A half way house? : an exploration of the impact of shared ownership's dual status as a form of social rented and private ownership on households and front line staff in Cumbria and London." Thesis, Durham University, 2015. http://etheses.dur.ac.uk/11381/.
Full textJoseph, Donald Edward. "An assessment of the strengths and weaknesses of the South African Social Security Agency in the Northern and Western Cape Provinces / Donald Edward Joseph." Thesis, North-West University, 2012. http://hdl.handle.net/10394/9515.
Full textThesis (PhD (Social Work))--North-West University, Potchefstroom Campus, 2013
Chang, Wai Hong. "Occupational stress of front line staffs of banks in Macau." Thesis, University of Macau, 2002. http://umaclib3.umac.mo/record=b1636694.
Full textLi, Kan-Ying, and 李侃穎. "Conceptualization and Empirical Studies on Aesthetic Labor Questionnaire for Front-line Airport Ground Staff." Thesis, 2015. http://ndltd.ncl.edu.tw/handle/8kkgt7.
Full text國立高雄餐旅大學
運輸與休閒服務規劃碩士學位學程
103
This research used in-depth interview collecting airport ground staff aesthetic labor data tries to deliverer the reasonable scales measuring aesthetic labor by the airport ground staffs. By content validity and data analysis, the study found that the range of with respect to ground staffs, including: dress code, decorous behavior, show style, professional attitude, and personal interaction. Accordingly, accurate interpretation of the front-line airport ground staff for consent of the degree for the project of aesthetic labor, there is a need to address through appropriate analysis, plus the value of the ordered probit data transformed method of reaction given meaningful overall score, generally Likert scale questionnaire-based data patterns, having its rationality and logic controversial statistical assumptions, to facilitate the reaction sequence of discrete values are converted to the continuity of data in order to facilitate the calculation, and the establishment of quantitative indicators of the objective value. Findings confirm that the airport ground staff organization personnel aesthetic categories to the overall image, professionalism and understanding of traveler needs the most importance. The measuring scales of this study expected provide to the airline to conduct diagnosis of procedures, training and re-training of curriculum planning, which hope to benefit the decision-making of aesthetics management.
Wang, Wen-N., and 王文恩. "The Influence of Training Program and Instructor on the Effectiveness for New Front-line Staff in Telecommunication Industry." Thesis, 2009. http://ndltd.ncl.edu.tw/handle/60291180688202753990.
Full text國立勤益科技大學
流通管理系
97
Due to competition and changeability in telecommunication environment, the telecommunication system industry required to train frontline retail clerks to be outstanding and professional constantly. The industry will arrange a series of training courses to cope with this goal. The training courses are the first phase for new employees to participate in company. Afterward the training courses will influence new employees’ performance and behavior, even in corporate culture experience. Therefore the training courses act an important role to new employees when they join in company. The training courses should consider for characteristic of frontline retail clerks in service and sale. The most important of training is effective outcome. So need to arrange suitable and professional training courses and lecturers. Training courses should consolidate training goal, trainees’ needing and characteristic together simultaneously. Hence the relationship between training courses and lecturers are inseparable. In order to set up effective training system for telecommunication industry and new frontline retail clerks who from direct manageable shop and allied shop, and to heighten result of training. The dissertation will discuss two factors which influence new employees from direct manageable shop and allied shop in telecommunications industry separately, including specialized training courses for new employees and interior lecturers. The research found that specialist training courses will create different training result on new employees who from different channels. The best result for new employees who from direct manageable shop are 3G/3.5G basic concept and how to use wireless network adapter, and for new employees who from allied shop are the exposition for value-added service and the main force merchandise of fixed network. Key words: specialized training courses, interior lecturers, new retail clerks, training result
Hsieh, Pei-ling, and 謝佩玲. "A Study of Relationship among Service Quality Requirement, Emotional Labor, Turnover Intention, Achievement and Emotional Intelligence in Hotel Front Line Staff." Thesis, 2015. http://ndltd.ncl.edu.tw/handle/ku8936.
Full text國立中山大學
人力資源管理研究所
103
For the hotel industry, the front line staff will influence the image of the organization. They are asked to have the good quality of service and it will lead to emotional labor. Over time, the problem of emotional labor may cause the intention to leave for employees. Our research want to solve the problem so we provide two moderators: achievement and emotional intelligence; we want to understand with the interaction of achievement and emotional intelligence, whether they will influence the service quality requirement, emotional labor and turnover intention or not. According to 197 valid returned questionnaire from hotel industry front line staff, finding of our study indicated that surface acting has no mediating effect between service quality requirement and turnover intention. Deep acting has mediating effect between service quality requirement and turnover intention. Moreover, achievement has moderating effect between service quality requirement and deep acting; emotional intelligence has moderating effect between deep acting and turnover intention. In the end, the suggestion has been offered for the hotel industry.
Chuang, Chih-Yi, and 莊銍宜. "A Study of Affection of Perceived Work-Life Balance to Turnover Intention of Hotel Front Line Staff – Work Attitude, and Organizational Commitment as Mediator Variable." Thesis, 2010. http://ndltd.ncl.edu.tw/handle/14776661954502799267.
Full text靜宜大學
觀光事業學系研究所
98
In many studies have confirmed that staffs’ turnover intention will be influenced by working attitude and organizational commitment, however, the influence of staffs’ work-life balance cognition is still a complete lack. Especialy when those students as a front line staff and a trainee in the hotel industry, how would their turnover intention be influenced? In this study, for this purpose, conducted a study to assess how turnover intention of students as a front line staff and a trainee in Taiwan hotel industry would be influenced by their work-life balance cognition. The subjects of this study is the students as front line staff in hotel industry to survey and use structural equation modeling to test the proposed hypothesis, the results show that: 1. The working attitude of front line staff in hotel industry will be positively affected by work-life balance. 2. The turnover intention of front line staff in hotel industry will be positively affected by work-life balance. 3. As a mediator variable between work-life balance and turnover intention, working attitude has a significant effect. As a conclusion, researcher suggests that hotel managers can implement the life care program for staff, improve front line employees’ work-life balance situation.
Wan-Ying, Lin, and 林宛瑩. "The Influence of Employees’ Self-esteem, Emotional Labor Load and Jaycustomers on Service Sabotage – Taking Front-line Nursing Staff as an Example." Thesis, 2005. http://ndltd.ncl.edu.tw/handle/93672406828338607389.
Full text國立嘉義大學
行銷與流通管理研究所
93
Among the most demanding jobs in service business are the so-called front-line jobs. Employees are expected to be fast and efficient at executing operational tasks, as well as courteous and helpful in dealing with customers.(Lovelock and Wirtz , 2004) The aims of this study are first to explore, measure, and classify such service sabotage behaviors of front-line staff. Second, this study is intended to determine if the emotional labor load assigned by the organization influences the employees’ service sabotage behavior. Moreover, an analysis is conducted on the influence of front-line employees’ traits on service sabotage. Finally, this study is to find out whether service sabotage arises upon unreasonable requests made by jaycustomers or regular customers. This study explores service sabotage from three different perspectives—the organization, the employee, and the customer. In this study, front-line nursing staff are being our survey subjects and research design used the qualitative and quantitative research. In the first stage, using depth interview interviewed 13 nursing staff and in the second stage, using snowball sampling to collect 537 valid samples. According to Harris and Ogbonna (2002) definition, there are four typology of service sabotage (Customary-Private, Customary-Public, Sporadic-Private and Sporadic-Public). From the front-line staff point of view, there are also four typology of jaycustomers (VIP, Do not Cooperate, Bad Manner and ask for everything). In second stage, using the repeat measure found when front-line employees deal with the VIP , do not cooperate and ask for everything jaycustomers, they have more intention on of Customary-Public service sabotage. Following, using Multiple Regression to survey the relation between employees’ self-esteem, emotional labor load and service sabotage. The results are as follow : self-evaluation and handle others negative emotion have significant negative difference at the intention of employees’ service sabotage. Control self-negative emotion has positive deference at employees’ service sabotage intention. In other words, the higher employees’ self-esteem, the lower intention of service sabotage and the more constraining self negative emotion staff , the higher intention of service sabotage. Furthermore, in demographic statistics were found, the front-line nursing staff’s intention of service sabotage are higher than the manager level. From the total seniority, current work seniority and age show the younger nursing staff have higher intention of service sabotage than the older one. Apparently, neither service failure nor service sabotage deliver service to customers. Actually, there are different meanings in side. In the pass, manager level have always neglect front-line staff intentionally behavior-service sabotage. Therefore, when the service failure happened, first to check is that a real service failure or maybe it’s service sabotage. This study confirmed the negative emotion of staff and customer has significant negative difference at service sabotage. Next time when the employees deal with jaycustomers, the organization not only teach employee to adjust their negative emotion but also try to tell customers to control their negative emotion. The organization should teach employees including customers.
Pan, Hsi-Jui, and 潘熙銳. "The Relationship among Employment status, Organization Commitment, Citizenship Role Identity and Organizational Citizenship Behavior—A Study of Front-Line Ground Staff of Airline Companies." Thesis, 2008. http://ndltd.ncl.edu.tw/handle/azzntz.
Full text國立中山大學
人力資源管理研究所
96
Take front-line ground staff of airline companies for example, the main topic of the study is to discuss the relationship among employment status(full-time & part-time),organization commitment, citizenship role identity and organizational citizenship behavior and the confounding effect of job security on the relationships among the above variables. We hope that airline companies can understand the relationship between job attitude and job behavior of employees of different employment status so that it can be the references for them to adopt flexible human resources strategies. The questionnaire survey was adopted for the study. The samples are the front-line ground staff of airline companies in Taoyuan international airport, including passenger agents and cargo agents and so on. There were total 360 questionnaires released, and 242 of them are valid samples, including 167 full-time employees and 75 part-time employees. Through statistics analysis, the main results of the study are: 1. Employment status has no positively correlations with organizational citizenship behavior and citizenship role identity but had positively correlations with continuance organization commitment. We think the main reason is that the benefit package of full time and part-time ground staff in airline companies is not different very much and part time ground employees have the chances to become full time. On the other hand, the flexible work schedule can satisfy part time employees’ other needs. So considering the job attitude and job behavior, full time and part time ground staff will not be very different. 2.Organization commitment has positively correlations with organizational citizenship behavior and will affect it in a positive way. The affective commitment has significant prediction on organizational citizenship behavior while continuance commitment has least prediction on it. 3. Citizenship role identity has positively correlations with organizational citizenship behavior and will affect it in a positive way. Employees with more organizationally-benefit citizenship role identity will be more likely to do organizationally-benefit citizenship behavior while employees with more individually-benefit citizenship role identity will be more likely to do individually-benefit citizenship behavior. 4. Job security has negative confounding effect on the relationship between employment status and citizenship role identity. We think that in a low job security situation, part-time ground staff will be with more citizenship role identity and do more organizational citizenship behavior in order to keep the job. Based on the above conclusions, this study offers some suggestions as the references for the airline companies. Key Words:Employment Status, Part-time, Organization Commitment, Citizenship Role identity, Organizational Citizenship Behavior, Job Security
Wu, Rui-ning, and 吳瑞甯. "THE INFLUENCE OF FRONT LINE STAFF IN DMV IN PERSONALITY, WORK VALUES AND JOB SATISFACTION ON JOB PERFORMANCE: THE MEDIATING EFFECT OF JOB SATISFACTION." Thesis, 2012. http://ndltd.ncl.edu.tw/handle/71020752522474419629.
Full text南華大學
企業管理系管理科學碩博士班
100
Issues concerning personality traits, work values, job satisfaction and job performance have gradually come to be taken more seriously due to the enormous impact which the rapid progress made in science and technology has had on the social milieu and the infrastructure of organizations. This study focuses on the basic level administrative, technical and contracted personnel for highways supervision in a discussion of the relevance of personality traits, work values, job satisfaction and job performance while achieving the following research objectives: 1.the impact of personality traits on job performance; 2.the impact of work values on job performance; 3.the impact of job satisfaction on job performance; 4.the impact of job satisfaction on work values and job performance; 5.the moderating effect that job satisfaction has on work values and job performance; 6.and how personality traits interfere with work values and job performance. This study is concerned with the relationship between personality traits, work values, job satisfaction and job performance in regard to the characteristics of a service institution and its personnel conditions. Methods of research include descriptive analysis, credibility analysis, factor analysis, correlation analysis and regression analysis. By means of the empirical research, statistical data and analysis of this study, an understanding can be gained of the relationship between and the impact the aforementioned relevant aspects have on personnel, with an aim to providing theoretical and practical suggestions to highway regulatory and engineering staff as well as academia in order to enhance the work-related learning and capabilities of staff-members, upgrade service quality and establish a new image for the institution.
Wang, Kuei-Ying, and 王貴英. "The Relationship among Service Behavior of the Front Line Staff, Service Quality and Customer Satisfaction-Take Domestic Air Cargo Terminal in Taoyuan District as an Example." Thesis, 2013. http://ndltd.ncl.edu.tw/handle/56870644302271477781.
Full text元智大學
管理碩士在職專班
101
The main services are provided by Air Cargo Terminal to the customers, including import and export by air, express, transshipment and transit of the warehousing, acceptance, storage, customs clearance and goods examination transfer, depalletizing and palletizing. In the process of the services, many staff service behaviors are involved. Moreover, in recent years, the main customer of the Air Cargo Terminal, “Air Cargo Forwarder,” emphasizes more on the service quality and good relationship; therefore, Air Cargo Terminal no longer sees price marketing strategy as the only means of competition. Instead, they devote into creating multiple and excellent service to meet the demand of the customer and further maintain good relationship with the customers. To understand the relationships among in-role service behavior of the front line staff, their extra-role service behavior, service quality, and the customer satisfaction in domestic Air Cargo Terminal in Taoyuan District. The following subjects will be investigating: 1. The influence of in-role service behavior of the front line staff and their extra-role service behavior on service quality; 2. The influence of in-role service behavior of the front line staff and their extra-role service behavior on customer satisfaction; 3. The influence of the service quality of the Air Cargo Terminal to customer satisfaction; 4. The mediating effect of service quality to in-role service behavior of the front line staff and their extra-role service behavior and customer satisfaction. It is hoped that through related evidences, their relationships can be studied and understood for Air Cargo Terminal operators to make references. The following can be obviously found through empirical study 1. In-role service behavior of the front line staff of the Air Cargo Terminal and their extra-role service behavior show positive correlation on the service quality; 2. In-role service behavior of the front line staff of the Air Cargo Terminal and their extra-role service behavior show positive correlation on customer satisfaction; 3.There is a significant correlation between service quality of the Air Cargo Terminal and customer satisfaction; 4. Service quality has mediating effect on in-role service behavior of the front line staff and their extra-role service behavior and customer satisfaction.
Snead, Suzanne Leigh. "The Significance of Staff Decision Making and Awareness in Acquired Brain Injury Outreach Contexts." Thesis, 2004. http://hdl.handle.net/1959.13/24788.
Full textPhD Doctorate
Snead, Suzanne Leigh. "The Significance of Staff Decision Making and Awareness in Acquired Brain Injury Outreach Contexts." Diss., 2004. http://hdl.handle.net/1959.13/24788.
Full textPhD Doctorate