Does Back-Office Employee Satisfaction Affect Customer Satisfaction? An Empirical Examination

2012 ◽  
Author(s):  
Jinjin Hao ◽  
Qinhai Ma ◽  
Xin Zhao ◽  
Guangwei Fan
Keyword(s):  
Customer Satisfaction ◽  
Employee Satisfaction ◽  
Empirical Examination ◽  
Back Office

Internal Customer Satisfaction in Micro Small and Medium Enterprises (MSME): An Empirical Study

2016 ◽  
Vol 2 (2) ◽  
Author(s):  
Dr Alok Kumar Rai ◽  
Ms Vandana Pareek ◽  
Mr. Manish Yadav
Keyword(s):  
Human Capital ◽  
Customer Satisfaction ◽  
Empirical Study ◽  
Work Environment ◽  
Customer Service ◽  
Employee Satisfaction ◽  
Small And Medium Enterprises ◽  
Internal Customer ◽  
Medium Enterprises ◽  
Number Of Authors

There is hardly any organization today that would disagree with the notion that people are the indispensable asset of any organization, which endows it with significant competitive advantage. Internal Customer Satisfaction is an assessment of how contended the worker is with his job or work environment. Happy and satisfied workers are likely to produce more, take less leaves, and stay loyal to the company. The importance of human capital in MSMEs has been posited by a number of authors (e.g. Wells et al., 2003; Neace, 1999) and has been linked to important outcome variables including quality, customer service, and productivity (Penning; Edelman et al., 2002). This paper explores the various facets of employee satisfaction in MSME's of Varanasi.

scholarly journals The relationship between employee and customer satisfaction in the balanced scorecard

2014 ◽  
Vol 9 (3) ◽  
pp. 285-298 ◽  
Author(s):  
DG Gouws ◽  
A Habtezion ◽  
FNS Vermaak ◽  
H P Wolmarans
Keyword(s):  
Customer Satisfaction ◽  
Empirical Study ◽  
Performance Measures ◽  
Balanced Scorecard ◽  
Employee Satisfaction ◽  
Direct Relationship ◽  
Preliminary Testing ◽  
The Balanced Scorecard ◽  
Key Drivers ◽  
The Relationship

This paper reports evidence of a direct relationship between employee satisfaction and customer satisfaction as they are linked in the balanced scorecard. The objective was to propose a framework that shows the linkage between employee satisfaction and customer satisfaction and to undertake some preliminary testing of this framework. An empirical study was undertaken in an airline business which investigated these relationships between employee and customer satisfaction and the correlations between these performance measures. The relationship between the key drivers of employee satisfaction and the key drivers of customer satisfaction was also investigated. The study provides empirical evidence supporting several linkages.

scholarly journals THE RELATIONSHIP BETWEEN CUSTOMER SATISFACTION AND INTERNAL SERVICE QUALITY FROM AN INTERNAL MARKETING PERSPECTIVE AND AN APPLICATION IN THE BANKING SECTOR

2016 ◽  
Vol 4 (2) ◽  
pp. 159-178
Author(s):  
Özlen Onurlu ◽  
Suna Karataş
Keyword(s):  
Customer Satisfaction ◽  
Competitive Advantage ◽  
Employee Satisfaction ◽  
Banking Sector ◽  
Internal Marketing ◽  
Competitive Environment ◽  
Long Run ◽  
Marketing Activities ◽  
The Relationship

In a highly competitive environment, the meeting of customer demands and expectations in an effective way is highly crucial for companies that want to have a competitive advantage and to keep on existing in the long run. The main objective of companies is making profit in a sustainable way and this is possible by assuring customer satisfaction. The quality of the services that companies offer their customers is closely related with the performance of the employees. This has made it necessary that marketing activities for employee satisfaction be developed prior to customer satisfaction. Feeling more motivated, workers start working more eagerly as a result of these marketing activities which are called internal marketing. So, companies make their profitability sustainable by means of keeping their customers satisfied and loyal. The aim of this paper is to investigate the relationship between internal marketing activities applied to employees and employee motivations.

scholarly journals The Underestimated Value of Internal Marketing: Impact on Employee Satisfaction and Customer Satisfaction through Organisational Restructure

2021 ◽  
Author(s):  
◽  
Monica Nicole Micek
Keyword(s):  
Customer Satisfaction ◽  
Customer Service ◽  
Employee Satisfaction ◽  
Internal Marketing ◽  
Technological Advances ◽  
Before And After ◽  
Working Together ◽  
Internal Procedures ◽  
The Relationship

<p>Internal Marketing, a long-debated concept amongst academics and practitioners, is suggested to be a competitive advantage to organisations that utilise its practices. Often dismissed as merely selling the marketing of a product or service to employees within an organisation, Internal Marketing encompasses a combination of the key elements of communication, training, and feedback in order to create motivated, customer-orientated employees. Through employees and managers working together towards a well communicated organisational cause of Internal Marketing, internal procedures can evolve to better service and satisfy customers.  Organisational restructures are an ongoing concern as technological advances, value-adding business process, and globalisation change the way that businesses run and operate. In order to save on costs of operations, employment, and office rental space, downsizing an organisation may initially present itself as a cost-saving practice. Often unconsidered are the front-line customer-facing employees and customers of an organisation. Employees may feel distraught and concerned about losing their job, or having to find a new job, which may affect customer service, and subsequently customers may face the brunt of the domino effect, either intentionally or unintentionally, due to employees’ emotional disconnection from the organisation.  This research is an exploratory study into Internal Marketing, specifically around an organisational restructure, to better understand its impact on employees and customers through different stages of a restructure. Through the use of online surveys, participants were asked to recall an organisational restructure they were involved in within the last five years. They were asked to report their perceptions of Internal Marketing, their own satisfaction with their job at the time, and their perceptions of Customer Satisfaction throughout different stages of the organisational restructure.  The analysis found that Internal Marketing does have a significant positive relationship with Employee Satisfaction both during and after an organisational restructure. Although no significant relationship was found between Employee Satisfaction and Customer Satisfaction at any stage of the restructure, there is a trend within the data suggesting that the relationship may be stronger before and after an organisational restructure.  Benefits and contribution of this research for academics include development of a conceptual model, as well as the benefits and effects of Internal Marketing, and extending the existing literature. For practitioners, benefits include insights into better understanding of the role of Internal Marketing. Specifically, the differences in perception of the practice between employees and managers, and why it is important to understand and address Employee Satisfaction and Customer Satisfaction during an organisational restructure.</p>

The Relationship Between Employee Satisfaction, Service Quality, Customer Satisfaction and Profitability in 5-Star Hotels in Kuala Lumpur

2015 ◽  
Vol 21 (5) ◽  
pp. 1538-1541
Author(s):  
Harcharanjit Singh ◽  
Abul Quasem Al-Amin ◽  
Mas Bambang Baroto ◽  
Mohammad Pazyar
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Employee Satisfaction ◽  
Kuala Lumpur ◽  
The Relationship
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