Human aspect in service quality: EPSI benchmark studies

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 relation...

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Veröffentlicht in:	Total quality management & business excellence 2008-01, Vol.19 (7-8), p.827-841
Hauptverfasser:	Eklöf, Jan, Selivanova, Irina
Format:	Artikel
Sprache:	eng
Schlagworte:	Benchmarks Correlation analysis customer and employee satisfaction Customer satisfaction Employees non-financial value performance indicators Quality of service recognition retention service quality Studies
Online-Zugang:	Volltext
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