An Innovative Tool to Measure Employee Performance through Customer Satisfaction: Pilot Research Using eWOM, VR, and AR Technologies

Driving Customer Satisfaction Through Employee Satisfaction Using The Baldrige Criteria To Reinforce The Connections

One of the most powerful aspects of the Baldrige Criteria is its systems perspective, creating alignment and integration across the criteria itself and therefore, across the organizations using the criteria. Just one example of how important this integration can be, is the critical connection between employee satisfaction and, perhaps the most fundamental aspect of quality, customer satisfactio...

Customer Satisfaction and Effective HRM Policies: Customer and Employee Satisfaction

The purpose of this study is to examine the possible link between employee and customer satisfaction. The service provided by employees, help to build a good relationship with customers and can help at increasing their loyalty. Published data for job satisfaction and indicators of customer services of banks were gathered from relevant published works which included data from five different coun...

A Contextual Study of Links between Employee Satisfaction, Employee Turnover, Customer Satisfaction and Financial Performance

An essential aspect of the balanced scorecard is the articulation of the links between nonfinancial measures such as employee satisfaction and customer satisfaction and financial measures of performance. However, there is little evidence documenting the link between employee satisfaction and customer satisfaction, and their impact on financial performance. Using cross-sectional data on a sample...

Improving Employee Satisfaction Priority through Performance Control Matrix

The study addresses Performance Control Matrix (PCM) to determine service quality items of priority for improvement. Most businesses focus on customer satisfaction when undertaking surveys of satisfaction and dissatisfaction, while generally neglecting employee satisfaction. Therefore, this study develops an integrated model to improve service quality in Taiwanese finance industry employees. A ...

Using LISREL and PLS to Measure Customer Satisfaction