Effects of reengineering on the employee satisfaction‐customer satisfaction relationship

Effects of reengineering on the employee satisfaction‐customer satisfaction relationship 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. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png The TQM Magazine Emerald Publishing

Effects of reengineering on the employee satisfaction‐customer satisfaction relationship

The TQM Magazine, Volume 17 (4): 6 – Aug 1, 2005

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Publisher
Emerald Publishing
Copyright
Copyright © 2005 Emerald Group Publishing Limited. All rights reserved.
ISSN
0954-478X
DOI
10.1108/09544780510603198
Publisher site
See Article on Publisher Site

Abstract

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.

Journal

The TQM MagazineEmerald Publishing

Published: Aug 1, 2005

Keywords: Process planning; Service industries; Customer satisfaction

References

  • Employee attitudes and customer satisfaction: making theoretical and empirical connections
    Schmitt, M.J.; Allscheid, S.P.

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