Jerry D Rogers

Increasing Job Satisfaction of Service Personnel

As customer satisfaction is gaining the highest priority among the interest of corporate America′s constituent groups and the economy becomes service‐oriented, more jobs than ever before require customer contacts. Investigates the relationship between employee satisfaction, job tension, role clarity, role conflict and empathetic concern among customer service personnel. Finds that the traditional variables, i.e. role conflict, role clarity, and job tension, do influence job satisfaction as hypothesized. Additionally, identifies empathy, a previously overlooked dimension of employee‐job interactions, as a significant determinant of job tension. Discusses the managerial implications resulting from these relationships.

Citizen Preferences Regarding New City Services: Demographics Predictors and Patterns of Opinion

ABSTRACT This study identifies patterns of preferences with regard to future city services, in a sample (n = 707) taken from a local citizen survey. Demographic variables including the age, level of education, gender, and length of residence in a community indicate differences in priorities when citizens make various choices concerning potential new services. Also, other factors including income levels and renter/owner status revealed systematic differences in picking the potential services which would have the greatest utility for individual citizens. Some services or activities which citizens preferred were “lumped together” as patterns of preferences, as suggested by a factor analysis of responses.