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 | Chicago
Industrial Organizational Psychologists (CIOP)
is pleased
to invite you to a
Practitioner-Oriented and Business-Focused Program*
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 | | Service
quality and customer satisfaction are of increasing interest to businesses as
the economy moves more towards services, and customer satisfaction becomes a potentially
important competitive advantage. This session will examine: | | | | The
key aspects of "service." | | Why
service quality is important to organizations. | | The
history of linkages between employee perceptions of service climate and customer
satisfaction. | | The
notion that employee engagement is critical for understanding the service delivery
behaviors which influence customer satisfaction. | | Recent
company-level work linking service climate and employee engagement with the American
Customer Satisfaction Index and Fortune 500 ratings of corporate reputation. | | | |
Date: | December
1, 2005 | Time: | 5:00
pm - 7:00 pm (Registration starts at 4:30 pm, program begins at 5:00 pm)
Informal
gathering following the event at Magnum’s Steakhouse lounge located in the building. | Location: | Valtera
Corporation, 1701 Golf Road, Tower 2, 11th Floor, Rolling Meadows, IL 60008 (Free
parking in Tower 2 parking lot directly in front of building.) | Cost: | Members
— $0.00**
Non-members (Professionals) — $25.00
Non-members
(Students) — $10.00
(Sandwiches, snacks, & soft drinks will be provided.) | Registration: | Due
to space limitations, pre-registration is strongly encouraged (walk-ins will be
accepted if space allows). Please register by November 24th via email to Emily
Solberg at esolberg@valtera.com. | | | |
Speaker Bios:
Bill Macey
Dr. William H. Macey is the CEO of Valtera. Since 1979, he has directly managed and participated in a wide variety of applied research projects, including extensive experience developing surveys and survey programs for use in a wide variety of settings and purposes. Dr. Macey has also developed performance appraisal and succession planning systems; developed and validated selection procedures for managerial, sales, skilled trades, and clerical personnel; and designed and implemented job analysis procedures for the investigation of jobs across a wide range of occupational groups with applications to training needs assessment, career pathing, and personnel selection. In addition, he has designed computer software for training needs assessment, performance appraisal systems, survey analysis, and succession planning.
From 1977 to 1979, Dr. Macey was Human Resources Planning Coordinator for Miller Brewing Company. In that capacity, he was responsible for the development and implementation of personnel research strategies impacting managerial, professional, clerical, and skilled trades occupational groups.
Dr. Macey received the Ph.D. in Psychology (Experimental) from Loyola University of Chicago in 1975. He has authored numerous technical reports and has contributed to many journal articles and papers presented before professional groups. He is licensed in the State of Illinois, a member of the American Psychological Association and a fellow of the Society for Industrial and Organizational Psychology (SIOP). He has a long-standing involvement with SIOP and has served as its President (2001-2002).
Benjamin Schneider
Dr. Benjamin Schneider is Senior Research Fellow at Valtera. Dr. Schneider joined Valtera in 2003 after a distinguished career in academics, most recently at the University of Maryland. His research focused on the linkage of employee survey data with important organizational outcomes. Much of his focus centered in the issue of service quality and customer satisfaction and he repeatedly has shown that carefully designed employee surveys can be linked to important organizational outcomes like customer satisfaction and sales. Such linkage results provide a foundation for the design and implementation of strategies for the improvement of customer satisfaction and sales. Most of Dr. Schneider's published work was based on consulting projects with Fortune 500 corporations in financial services businesses.
Dr. Schneider has received many awards throughout his career including the 2000 Scientific Contributions Award given by the Society for Industrial and Organizational Psychology (SIOP) in recognition of a lifetime of scientific contribution to the field of I/O Psychology, the Scientific Contribution Award given by the Human Resources Division of Academy of Management for the best article published in 1998 (with Brent Smith, Sylvester Taylor, and John Fleenor), election to Fellowship in the American Psychological Association, the American Psychological Society, Society for Industrial and Organizational Psychology, and the Academy of Management, President of the Organizational Behavior Division of the Academy of Management, and President of the Society for Industrial and Organizational Psychology. In addition, Dr. Schneider is listed in Who's Who in America and derivative volumes.
His recent book (with David E. Bowen), Winning the Service Game (Harvard Business School Press, 1995), presents a strategy for creating an organizational culture that seamlessly delivers exceptional customer service. Dr. Schneider also has two new books that have been recently published, Personality and Organizations (with D. B. Smith; Lawrence Erlbaum) and Service Quality: Research Perspectives (with S. S. White; Sage Publications.)
Please help us by forwarding this on to those you think may be interested. We look forward to seeing you there!
| * | This
program was designed in response to the recent CIOP member survey. | | ** |
Yearly membership fees are $60. Membership can be established
during the half hour registration period prior to the event.
Alternatively, you may download a membership form from the CIOP
web site (click
here). |
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 | | Directions
from the East (Chicago and O’Hare Airport) | | | | | Take
I-90 West to the Arlington Heights Road North exit. | | Take
Arlington Heights Road North to Golf Road and turn left. | | Take
Golf Road to Continental Towers (the second light) and turn left. | | Valtera
is located in the closest tower (Tower 2) on the 11th floor. |
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