A holistic framework to embed good company practice for customer retention
McCrory, B., Pilcher, N., & McMillan, J. (2017)
A holistic framework to embed good company practice for customer retention. The TQM magazine, 29(2), 257-275. https://doi.org/10.1108/TQM-11-2015-0139
Purpose: To detail a holistic practice based guiding framework for improving customer retention, which helps companies instil a customer service culture through encouraging th...
Conceptualising sustainable leadership
D’Annunzio-Green, N., Gerard, L., McMillan, J., & D'Annunzio-Green, N. (2017)
Conceptualising sustainable leadership. Industrial and Commercial Training, 49(3), 116-126. https://doi.org/10.1108/ict-12-2016-0079
Literature encompassing Sustainable Leadership and developing leaders sustainably are still in infancy (Lambert, 2011). Nevertheless indications identify leadership as a vital...
Public Participation and Public Service Modernization: Learning from New Labor?
Fenwick, J., & McMillan, J. (2012)
Public Participation and Public Service Modernization: Learning from New Labor?. International Journal of Public Administration, 35(6), 367-378. https://doi.org/10.1080/01900692.2012.655523
The public participation agenda is a significant element of public service reform in Europe and beyond. This article examines how citizen participation in local public service...