Eduardo Salas
Список книг автора Eduardo Salas
Customer Service Delivery
Customer Service Delivery taps into business, marketing, and psychological research and practices to provide a wealth of knowledge about customer service. With contributions from some of the best-known industrial and organizational psychology experts in customer service, this book brings together in one comprehensive resource a review of the best practices in customer service delivery. Customer Service Delivery also provides a framework for customer service as a process and an outcome. The authors address a wide range of topics that are crucial to today’s competitive business environment: customer expectations, loyalty satisfaction, product versus service delivery, measurement, brand equity, regional and cultural differences, and organizational impact. Customer Service Delivery explores human resource staffing practices and service delivery by including proven selection strategies for hiring top quality service workers, an analysis of the personality correlates of service performance, and a comprehensive review of assessment instruments that predict customer service performance. In addition, this important resource contains strategies and tactics to improve and manage service delivery and offers illustrative case examples of how organizations have successfully improved and managed customer service.
Employment Discrimination Litigation
This practical resource includes perspectives from the point of view of both plaintiff and defendant for cases involving questions of race, gender, disability, and age. In addition, it offers an overview of the process by which complaints are filed, the statutes under which they are filed, and the authority represented by various case law. Employment Discrimination Litigation will illuminate myriad issues such as Daubert motions, class certification issues, the setting of cut scores that will withstand challenge, common statistical analyses of adverse impact, and merit-based issues. Employment Discrimination Litigation also Presents a temporal description of a typical employment discrimination case from start to finish Outlines the major guidelines that are often invoked in employment litigation—the A.P.A. Standards, Uniform Guidelines, and SIOP Principles Reviews litigation related to the Fair Labor Standards Act References written judicial opinions that relate the activities and devices most often employed by industrial and organizational psychologists
The Brave New World of eHR
The Brave New World of eHR is an important resource, filled with the most current information and practical advice on eHR for human resource professionals and industrial and organizational psychologists. Written by an expert group of scholars, practitioners, and subject matter experts, this book offers an overview of the major technological trends in eHR, and shows how to use technology to enhance organizational effectiveness. Comprehensive in scope, the book includes information on a wide variety of topics and Reviews the transformation of human resources from manual processes to sophisticated CRM and ERP systems Examines the effectiveness of online strategies for attracting talent Offers valuable guidelines that can help organizations design, deliver, implement, and sustain e-selection systems Includes a review of the recent research on the effectiveness of distance learning in educational and organizational settings Analyzes the potential advantages and disadvantages of using eHR to manage employee performance Shows how technology supports the administration of compensation systems Outlines recent trends in delivering HR products and services Considers the functional and dysfunctional consequences of using eHR to attract, select, and manage the performance of employees in organizations Presents a fascinating and futuristic look at HR and technology for decades to come
Developing and Enhancing Teamwork in Organizations. Evidence-based Best Practices and Guidelines
Praise for Developing and Enhancing Teamwork in Organizations «Few questions are more vital and important than teamwork, in an increasingly interdependent and connected world. This volume is a unique and essential reference for managers, scholars and anyone interested in enhancing team performance. The combination of vivid real-world examples with thoughtful evidence-based frameworks will make a lasting contribution to the study and practice of team-based management.» —John Boudreau, Professor of Management and Organization, USC Marshall School of Business «Excellent practice insights from leading practitioners and academics. A valuable contribution to our knowledge concerning how to create and manage teams.» —Ed Lawler, Director of Center for Effective Organizations
The Wiley Blackwell Handbook of the Psychology of Team Working and Collaborative Processes
A state-of-the-art psychological perspective on team working and collaborative organizational processes… This handbook makes a unique contribution to organizational psychology and HRM by providing comprehensive international coverage of the contemporary field of team working and collaborative organizational processes. It provides critical reviews of key topics related to teams including design, diversity, leadership, trust processes and performance measurement, drawing on the work of leading thinkers including Linda Argote, Neal Ashkanasy, Robert Kraut, Floor Rink and Daan van Knippenberg.