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Addresses the standardization of the measurements and the labels for concepts commonly used in the study of work organizations. As a reference handbook and research tool, seeks to improve measurement in the study of work organizations and to facilitate the teaching of introductory courses in this subject. Focuses solely on work organizations, that is, social systems in which members work for money. Defines measurement and distinguishes four levels: nominal, ordinal, interval and ratio. Selects specific measures on the basis of quality, diversity, simplicity and availability and evaluates each measure for its validity and reliability. Employs a set of 38 concepts ‐ ranging from “absenteeism” to “turnover” as the handbook’s frame of reference. Concludes by reviewing organizational measurement over the past 30 years and recommending future measurement reseach.

Briefly describes five current debates in the service quality literature. One debate, of importance to operations academics and managers, is the identification of the determinants of service quality. Seeks to investigate whether there are some quality determinants that are predominantly satisfiers and others that are predominantly dissatisfiers. The analysis is based on 579 anecdotes, from personal account customers of a major UK bank, collected using the critical incident technique. The study′s main findings are that the predominantly satisfying determinants are attentiveness, responsiveness, care and friendliness; and the dissatisfiers are integrity, reliability, responsiveness, availability and functionality. Responsiveness is identified as a crucial determinant of quality as it is a frequent source of satisfaction, and the lack of it is a major source of dissatisfaction. Contrary to the existing literature, shows that the causes of dissatisfaction are not necessarily the obverse of the causes of satisfaction and, furthermore, that reliability is predominantly a source of dissatisfaction not satisfaction.

The study is designed to explore the drivers of customer satisfaction of leading mobile network providers in a high‐growth market like Kolkata a metropolitan city in India.

A framework was developed based on earlier study of eminent researchers pertinent to customer satisfaction of mobile network providers in Germany, France, Korea, Canada, the USA and Greece. The construct flexibility was considered as a new determinant for customer satisfaction. For this data were collected from 277 respondents and pertinent analysis were made using multivariate techniques.

The study finds that generic requirements, price, and flexibility are major drivers of customer satisfaction of mobile network providers and brand wise relevance of these key determinants.

The fixed line telephone directory was the sampling frame, and all the respondents considered in the survey had a fixed line but there are situations where customer subscribes only to mobile phones. It is also necessary to study other metropolitan cities of India to validate the results we have obtained for Kolkata. Originality/value – The current research has taken into account new driver of customer satisfaction in a high‐growth market and this is the first study on drivers of customer satisfaction of leading mobile network providers in the city of Kolkata, India.

This paper aims to analyze the determinants on job satisfaction in the Egyptian labor market, using Egypt’s Labor Market Panel Survey (ELMPS), the wave of 2012.

Several determinants are analyzed including the wage level, the paid and sick leaves, the medical and social insurance, job stability among other individual and job characteristics. To this end, an ordered logit model is estimated to assess the significance of these different variables as determinants for job satisfaction.

The empirical findings indicate that wages and stability are major determinants for job satisfaction for the sample of wage workers. However, the results change according to gender; the hourly wage level affects men’s level of job satisfaction, while it does not affect that of females. Furthermore, the job satisfaction of women is determined more by the job characteristics rather than the monetary compensation.

The empirical findings shed light on the importance of formalizing jobs, as it has an effect on the level of job satisfaction of both women and men.

To the best of the authors’ knowledge, this is the first paper to examine the determinants of job satisfaction for wage workers in Egypt using the ELMPS data.

The purpose of this paper is to identify the major factors of client satisfaction (CS) that are critical for web development projects in freelance marketplaces. This quantitative study is done from the point of view of the web development services clients. Five major dimensions were proposed as determinants of CS from the literature review: ease of use, user interface, information, security and privacy.

A web-based survey methodology is used as the main data collection instrument. Statistical techniques such as confirmatory factor analysis and multiple linear regressions are used to analyze 162 responses of questionnaires.

The findings suggest that all factors do influence CS. In terms of strength, security had the highest level of impact on CS, so it is the strongest determinant among all factors. After security, ease of use and information are considered as strong determinants. So, this study concludes that the five major determinates do affect CS in web development projects from freelance marketplaces.

This research is limited only to the top freelance marketplaces, such as Upwork, Freelancer, Fiverr, Guru, Envato Studio, etc. The sample size is relatively small and this study is focused on web development projects only. Moreover, this research is focused only on the characteristics or attributes of the projects final outcome, i.e. website.

This study attempts to identify the important factors that have a relation with CS, thus giving freelancers an indication of what to look for when working on any web development project posted by any client in a freelance marketplace. Understanding the determinants of CS will also help Pakistani information technology freelancers involved in web development projects and services to increase their project performance, improve their CS rate and increment client following.

This presents the first study on the determinants of CS in web development projects from freelance marketplaces.

The purpose of this paper is to examine the determinants of effectiveness in public colleges of Punjab (India) from the students’ perspective and the impact of these determinants on the satisfaction level of students. The study further explores the difference in the overall satisfaction of students’ toward college effectiveness on the basis of demographic variables.

The study uses a survey approach. The sample comprises of 369 students from 19 public/government general degree colleges of Punjab (India). Exploratory factor analysis (EFA) has been used to explore the determinants of public colleges and structural equation modeling (SEM) has been used to analyze the impact of these determinants on the satisfaction of students. t-Test and ANOVA have been used to examine the difference in students’ satisfaction on the basis of their demographic variables.

The research instrument has been tested for both reliability and validity. The findings showed that the eight determinants of the satisfaction of students toward public colleges, namely academic environment, college administration, students support services, learning material, infrastructure facilities, placement services, extracurricular activities and financial administration. These, eight independent variables have been entered into SEM. The SEM model shows that infrastructure facilities, academic environment, learning material, college administration, extracurricular activities and financial administration have a positive and significant impact on the students’ satisfaction. On the basis of demographic variables, significant differences in overall satisfaction have been found for gender and level of education.

Public higher education sector in Punjab suffers from many limitations. Students are the internal customers of educational institutions and their satisfaction toward higher educational institutions will make every learner’s mind and policymakers in the field of education think seriously about bringing reforms in the higher education sector in Punjab.

Punjab, a well-known state of northern India is a leader in providing higher education. But, it is a fact that public higher education sector in Punjab has been facing many challenges. Student satisfaction is the central goal of any institution and this research helps to develop new insight in the quality of public higher education.

The purpose of this paper is to analyse the determinants of tourist intentions to revisit a destination, paying special attention to the effects of satisfaction and the number of previous visits. In order to guarantee an incentive to improve the product, satisfaction must be the main determinant. A second objective is to analyse the contribution that satisfaction with different aspects of a destination makes on overall satisfaction.

A structural equation model (SEM) has been estimated. Some of the variables involved in the model are ordinal. Thus, tetrachoric, polychoric and polyserial correlations were calculated and then used as the input for structural equation modelling.

Both satisfaction and the number of previous visits have a positive effect on intention to return. However, the main determinant is satisfaction. Satisfaction with different aspects of the destination has a differing effect on overall satisfaction. Attributes associated with the basic sun and sand tourist product are the main determinants of overall satisfaction.

To promote repeat visits, it is crucial to identify the determinants of the intention to return. The factors that influence this variable can be improved in order to increase the likelihood of repeat visits.

Methods to estimate SEM with categorical variables have not been applied before to the field of tourism. In comparison with previous studies of repeat visitation, the main contribution of the model is that it simultaneously takes into consideration two causal links with the number of previous visits, the first affecting overall satisfaction and the second having a direct effect on a tourist's intention to return.

The aim of this study is to identify the factors affecting job satisfaction in the UAE. Specifically, the study seeks to examine the relative effects of demographic and environmental factors on job satisfaction among Dubai police employees.

A scale development process was used. The first stage was a review of the literature on the determinants of job satisfaction in order to generate a pool of items that reflect the job satisfaction construct. A list of items was gathered to cover all aspects of job satisfaction. In‐depth interviews and a focus group were also used to generate additional items.

Overall, the findings show that, in a collectivist culture such as the UAE, both intrinsic and extrinsic factors can be a source of job satisfaction or dissatisfaction.

Given the importance of understanding the determinants of job satisfaction, and the paucity of research on the topic in the Middle East, this study is of great importance to both scholars and practitioners in the region.

There has been, and will be, a spectacular growth in the number of call centers on both sides of the Atlantic. So far, however, empirical evidence is lacking as to the operational determinants of caller satisfaction in call centers, despite the multitude of call performance metrics registered in many call centers. Undertakes an empirical assessment of the relationship between caller satisfaction and a number of critical variables. The results are astonishing. Of all the critical operational determinants only “percentage of calls closed on first contact” and “average abandonment” have a significant, albeit weak, influence on caller satisfaction. Concludes, therefore, with a call for more research into reliable and valid predictors of caller satisfaction.

Banks and financial institutions depend upon telephone call centers to meet the needs of a changing and ever more demanding consumer for 24×7 access. Call centers serve as a source of service recovery, added value, market intelligence, and strategic advantage. Despite their ubiquity, there are no studies outlining the determinants of caller satisfaction in the banking call center. This study uses data available from the Purdue University Call Center Benchmark database to determine the critical relationships between call center metrics and caller satisfaction. None of the key factors found to be determinant of customer satisfaction in call centers in other industry groups was found to be significant in bank call centers. This raises questions about how call centers are managed and serves to highlight the very low customer satisfaction that customers have with their banking call center experience.