Part One provides an overview of the design, administration, and analysis, as well as implications of survey results for the firm's quality program. Part Two provides a detailed discussion of sampling procedures, sample size decisions, and analysis of the results of the survey. Part Two also includes a sample questionnaire which can be used in employee attitude surveys. Both job satisfaction and job tension were found to be influenced by the level of empathetic concern employees had towards customers, the amount of emotional contagion they experienced, and the degree of communicative responsiveness expressed. Results suggest that management should hire empathetic individuals, develop empathetic skills among their employees, and empower them to act accordingly.
Findings have applicability to all service related organizations and businesses.
Forecaster perceptions in industrial forms are found to be remarkably similar to those of forecasters in consumer product firms. Forecasters in service firms are found to be better satisfied overall with the forecasting process than forecasters in manufacturing firms. A factor analysis provides the basic factors of forecasting. The reasons for non-use of consultants provided by previous studies includes demographic and attitudinal barriers. This paper explores the important role human inter- action may play to form attitudinal barriers and extends previous models to show dual evaluation loops.