This study examined gender differences of the customer expectations and satisfaction of job seekers with employment and training services by a state government in the USA. A customer satisfaction survey was administered yielding 1,393 responses from individuals who applied for employment and training services from the New Jersey Employment Service. It was found that women generally have higher expectations regarding the importance of service delivery issues than their male counterparts. However, no differences were found between men and women reporting their actual satisfaction of the service received. This research created a baseline and further research is necessary to delve into reasons for the differences.
Contemporary businesses face many challenges that have the potential of compromising their success and, at times, survival. These challenges include "weathering the storm" when an organization is confronted with a crisis event or situation. A crisis may originate within an organization, as in the case of a defective product, financial or legal impropriety, or a security breach compromising customer information; or from an external source, as in the case of a catastrophic weather event or labor strike impacting an organization's operations. The importance of a proactive approach in advance of, during, and following a crisis event has demonstrated its merit in enhancing an organization's ability to prepare for, live through, and recover from a crisis event. This paper considers the importance of a proactive crisis management program in contributing to organizational resilience to "weather the storm" of a crisis event successfully and the essential role that corporate managers play in an effective crisis management program.
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