Service process performance of an organization should be measured continuously to achieve competitive advantage and this is possible through providing excellent service by any organization. The quality of the products or the quality of customer service determines the degree of customer satisfaction. The customer satisfaction not only means, satisfying the customers but also customer retention in case of service failure. The organization should solve the complaints through various service recovery strategies. It is mandatory to identify the impact of service failure and customer feedback for the survival, success and prosperity of an organization. The real victory of an organization is based on the degree of loyalty of the customers. This paper attempts to summarize the results of literature review on customer satisfaction towards the services of a bank from five different perspectives namely, service encounters, waiting time of the customer to get the service, role of intermediaries, quality of service provided and customer complaints towards the bank. Attraction, retention and enhancement of the customer relationship are essential to maintain, delighted and committed customers, who form the basis for the sustainable competitive position of the bank. This study can also be extended to tourism and hospitality, insurance companies, hospitals, transport corporations, railways, airlines, telecommunications, libraries and other service sectors to assess the degree of quality of service offered by them. KeywordsCustomer satisfaction · service encounters · intermediaries · quality of service · waiting time and customer complaints. AcknowledgementThe authors would like to thank anonymous referees, for their thoughtful comments and helpful suggestions for the improvement of the manuscript.

Abstract

The purpose of the present study is to examine the effect of stress induced by coronavirus (COVID-19), telecommuting, and work orientation on work engagement among employees in the Information Technology (IT) sector. Using a structured survey instrument, data were collected from 285 respondents from four cosmopolitan cities in the southern part of India—Chennai, Coimbatore, Tiruchirappalli, and Madurai using a structured instrument. The hierarchical regression results reveal that (i) stress induced by COVID-19 was negatively related to work engagement, (ii) work orientation is positively associated with work engagement, and (iii) telecommuting is positively associated with work engagement. The results also reveal that (i) telecommuting weakened the relationship between stress induced by COVID-19 and work engagement and (ii) strengthened the positive relationship between work orientation and work engagement. These results are consistent with Job Demands and Resources (JDR), Conservation of Resources Theory (COR), and Career Construction Theory (CCT). The study highlights the importance of telecommuting as a strategic move on the part of the companies to reduce stress and enhance work engagement. Considering the global pandemic situation, employees in the IT sector would find it comfortable to work from their homes and contribute their best for the success of organizations. The present study also suggests ways for the organizations to promote work engagement and remain committed to performing during stressful situations like a global pandemic. The theoretical and practical implications are discussed.

Abstract. The induction training is very vital for all the new recruits. It helps to reduce the time and cost for the employees to adhere to the organization and facilitate the new employees to perform effectively. It helps the employees to feel with greater morale and they create oneness and cohesiveness among the members of the organization. Hence this internal motivation, the warm feeling as well as initial level of skills and knowledge imparted by the induction training helps the new recruits to glue themselves easily to their job and towards the organization. The study analyze the factors that influences the effectiveness of induction training programme and the impact of induction training programme towards middle and lower level employees using factor analysis.

Abstract. The success of any organization depends on appropriate use of human assets available in the organization. All other assets could only be supplementary to human assets. Towards augmenting the human resources and to cope with changes -both internal and external, the organization has to concentrate necessarily on developing the ability, wisdom and skills of its workforce. For the development of human asset, 'training' becomes the base. Training is a tool to attain individual, organizational needs related to the jobs undertaken and is also intended to improve the work culture of the group involved in a group task. An ideal training programme can be expected to change the attitude, skills and develop forward vision of the participants towards the task. This paper summarizes the results of the literature review on the effectiveness of training programmes of employees from diverse perspective. 2011-12-27; priimta 2012-04-31 Santrauka. Bet kurios organizacijos sėkmė priklauso nuo žmogiškųjų išteklių. Visi kiti organizacijos ištekliai gali būti tik priderinami prie žmogiškųjų. Siekiant sustiprinti žmogiškuosius išteklius ir susidoroti su pokyčiais -tiek vidaus, tiek išorės, organizacijai būtina plėtoti savo darbuotojų žinias ir gebėjimus. Siekiant šio tikslo, mokymai tampa itin reikšmingi. Mokymai -tai priemonė patenkinti individualius, organizacinius poreikius, susijusius su darbo vieta, be to, tai priemonė, kuri orientuota gerinti grupės darbo kultūrą sprendžiant užduotis grupiniu režimu. Racionalios mokymo programos leidžia keisti požiūrį (nuostatas), plėtoti įgūdžius ir nukreipto dalyvius užduoties link. Šiame straipsnyje apibendrinami atlikti tyrimai apie darbuotojų mokymo programų veiksmingumą įvairių perspektyvų atžvilgiu.