Item description for The Interdependence of Employee and Customer Satisfaction by Yasemin Mehmet...
In the last years, organisations have invested considerable resources into programs that enhance the satisfaction of their personnel. The implicit proposition underlying these activities is that content employees lead to content clients. Employee satisfaction is expected to result in better working performance including politeness, positive non-verbal behaviour, respect, and cooperativeness in the employee-customer interaction. In the interaction process customers may affect the satisfaction of employees. This publication focuses on the following questions: Is there an influence of customer satisfaction on employee satisfaction? Does employee satisfaction have an impact on customer satisfaction? Is there an interrelation between customer satisfaction and employee satisfaction? The target audience of this publication are decision makers in human resources departments and marketing departments, managers in customer oriented organisations, as well as researchers in the areas of economics and psychology.
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Est. Packaging Dimensions: Length: 9.61" Width: 6.69" Height: 0.17" Weight: 0.33 lbs.
Release Date Jun 19, 2007
Publisher VDM Verlag Dr. Mueller e.K.
ISBN 3836417332 ISBN13 9783836417334
Availability 64 units. Availability accurate as of Oct 25, 2016 10:47.
Usually ships within one to two business days from La Vergne, TN.
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