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Title
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Unraveling the employee-customer satisfaction chain : the role of human relationships
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Author
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Abstract
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| In an economy dominated by the service industry, customer centricity offers a competitive edge to service-providing companies. These companies strive towards increasing customer satisfaction, an ambition in which frontline employees play a pivotal role. In term, customer satisfaction is influenced by the work-related satisfaction of these frontline employees. However, employee satisfaction itself is pressured by rapid organizational changes, evidenced by increasing burnout and long-term sickness. Fulfilling the basic employee needs of autonomy, belonging and competence positively influences employee satisfaction, part of a concept termed self-determination theory. Together with the job demands-resources, self-determination theory influences employee satisfaction. While the effect of these drivers on employee satisfaction are extensively proven and documented, the relationship between employee- and customer satisfaction. |
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Language
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English
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Publication
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Antwerp
:
University of Antwerp, Faculty of Business and Economics
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2020
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Volume/pages
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200 p.
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Note
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:
Cambré, Bart [Supervisor]
:
De Vos, Ans [Supervisor]
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Full text (open access)
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