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Motivating employees

Managing Service Quality: An International Journal

ISSN: 0960-4529

Article publication date: 1 May 1992

Abstract

Outlines the policies of the Canadian Imperial Bank of Commerce in creating an organization in which its 48,000 employees are “customer obsessed”. Discusses participation in service/quality teams, highlighting their structure and practices, leadership and commitment to the scheme, communication and training, measurement and tracking and reward and recognition. Suggests four priority areas which emerge as critical requirements to building a sustained service improvement strategy through teams ‐ ownership, leadership, employee satisfaction and focus.

Keywords

Citation

Nichol, G. (1992), "Motivating employees", Managing Service Quality: An International Journal, Vol. 2 No. 5, pp. 259-261. https://doi.org/10.1108/09604529210029470

Publisher

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MCB UP Ltd

Copyright © 1992, MCB UP Limited