Human aspect in service quality: EPSI benchmark studies

Autor:	Irina Selivanova, Jan Eklöf
Rok vydání:	2008
Předmět:	Customer delight Customer retention Service quality Customer advocacy Employee engagement Customer satisfaction Job satisfaction Business Marketing Empirical evidence General Business Management and Accounting
Zdroj:	Total Quality Management & Business Excellence. 19:827-841
ISSN:	1478-3371 1478-3363
DOI:	10.1080/14783360802159493
Popis:	This article presents an integrated approach for analysing interaction between employee and external customer satisfaction. It is generally accepted that satisfied employees would support and enhance satisfaction among external customers, which in turn should further strengthen the employee relationship with the employer. However, empirical evidence for such positive circles is rare in a broad sense, although such circles have been illustrated for individual companies and other organisations. The present article takes as its starting point a model where employee satisfaction drives customer satisfaction. It is applied to Swedish data at the industry level. The empirical part is based on major studies of Swedish employees and customers in 2007, conducted within the EPSI Rating, combined with some results from the previous two years. It is found that strong correlation from the employee side to external customer satisfaction constructs exists. Improving employee satisfaction will have a significant positive...
Databáze:	OpenAIRE
Externí odkaz:	https://explore.openaire.eu/search/publication?articleId=doi_________::7401440b795ffb9927f870e471c58977 https://doi.org/10.1080/14783360802159493 Zobrazit plný text záznamu Plný text ve formátu PDF Plný text ve formátu HTML
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