Год выпуска: 2012 Автор: Benson Mukandiwa Издательство: LAP Lambert Academic Publishing Страниц: 124 ISBN: 9783848405312
Описание
Internal and external customer-satisfaction and retention have always been important issues for any kind of business venture. There is a positive and significant relationship between customer satisfaction and employee satisfaction; these relationships are positive and statistically and substantively significant. Employee satisfaction is significantly related to service quality and to customer satisfaction, while the later in turn influences firm profitability leading to a satisfaction-quality-profit cycle. It has been long established that organizations with a quality foundation have better leverage to achieve high levels of customer satisfaction, but research has shown that a specific key driver of achieving customer satisfaction is employee satisfaction. The author eruditely illustrates and explains why any organization should make customer satisfaction and employee satisfaction a priority. Benson propound that in a competitive business environment, where the product and service is...
