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N.C. Tompkins
Employee satisfaction leads to customer service
L.A. Schlesinger, J. Zornitsky
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D. Ulrich, R. Halbrook, D. Meder, M. Stuchlik, S. Thorpe
Employee and customer attachment; synergies for competitive advantage
J. Clemmer
Firing on all Cylinders
James Heskett, W. Sasser, Leonard Schlesinger (2014)
The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction, and Value (Цепочка создания прибыли в сфере услуг: как ведущие компании связывают прибыль и рост с лояльностью, удовлетворением и ценностью)
B.A. Gutek
The Dynamics of Customer Service: Reflections on the Changing Nature of Customer/Provider Interactions
B. Schneider, D. Bowen (1995)
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M. Hammer, J. Champy (1993)
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Janelle Barlow, D. Maul, Michael Edwardson (2000)
Emotional Value: Creating Strong Bonds with Your Customers
J.J. Weaver
Want customer satisfaction? Satisfy your employees first
Purpose – This paper seeks to examine the correlations between measures of employee satisfaction and customer satisfaction before and after a major process reengineering initiative. Design/methodology/approach – Data were collected in 130 branches of a large financial services organization using employee and customer surveys. Findings – Scores on some employee satisfaction factors were predictive of customer satisfaction at both time periods. Other employee satisfaction factors were found to have a stronger relationship with customer satisfaction in one period but not both. Research limitations/implications – This study needs to be replicated to determine the generalizability of the findings. Practical implications – Work demands which probably increased due to the reengineering initiative were predictive of customer satisfaction following the reengineering effort. Originality/value – Organizations need to consider the effects of organizational changes in their efforts to provide high quality customer service.
The TQM Magazine – Emerald Publishing
Published: Aug 1, 2005
Keywords: Process planning; Service industries; Customer satisfaction
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