Customer satisfaction (CS) has become an important issue for commercial and public service organisations. Companies win or lose based on what percentage of their customers they can keep. Success is largely about retention of customers, which again depends on CS level. It would be a great help to...

Quality systems entail having the organizational structure, responsibilities, procedures, processes and resources for implementing quality management such that there is a guiding framework to ensure that every time a process is performed the same information, method, skills and controls are used...

Purpose – Two studies examined the relationship between employee satisfaction and customer satisfaction in two service organizations. Design/methodology/approach – Employee satisfaction and customer satisfaction data were gathered separately and aggregated to branch or store level measures....

Purpose – This paper seeks to examine the correlations between measures of employee satisfaction and customer satisfaction before and after a major process reengineering initiative. Design/methodology/approach – Data were collected in 130 branches of a large financial services organization...

Purpose – The cost of retaining a customer is lower than that of obtaining a new one, so potential customer defection is an important issue in the fiercely competitive environment of electronic commerce. Accordingly, this paper aims to present a new way for gauging customer loyalty and...

Purpose – The aim of the study is to develop a TQM model of academic excellence and empirically establish a relationship between TQM implementation and students' satisfaction of academic performance. Design/methodology/approach – A sample of students from ISO and non‐ISO engineering...

Purpose – This paper seeks to look at healthcare service quality from the viewpoint of its negative impact on the industry when there is a deficiency in the delivery of service quality. To measure this impact, the potential loss of customers due to poor quality service is measured. A potential...

Purpose – This paper aims to advance the literature by extending the empirical relation between a firm’s strategy and socially responsible value drivers (customer/employee relations) beyond firm performance to the impact on earnings persistence. Although existing research demonstrates that...

Purpose Much research has emphasized the importance of service employees as boundary spanners that interact with customers by co-production. Service employees frequently engage in emotional labor in response to co-production requirements. The purpose of this paper is to present a conceptual...

The need for managers to develop a vision for their unit/ organization is increasingly viewed as a vital part of their role. Argues that vision provides direction and offers a sense of purpose for employees. Visions can be realized through the development and operation of a value base. Values...