Figure 1 Employee-customer satisfaction model adopted from Vilares and Coelho (2003, p. 1706)
From the model by Vilares and Coelho (2003) above, employee satisfaction affects the perceptions of employees towards employee loyalty and commitment. The model also shows a direct and indirect impact of employee satisfaction on customer satisfaction.
According to Young (2009) and Shim and Siegel (1999), the employee satisfaction and customer satisfaction are directly linked because of a number of reasons. The following elements define the explanations of the relationships that exist between employee satisfaction, customer satisfaction; and productivity.
Motivation- employees who are motivated are equally satisfied. Hallowell (1996) explains that …show more content…
Interpersonal sensibility – satisfied employees are cordial and effective within the workplace. This shows in the manner in which they provide interactional justice to enable customers to understand the different goods and services that are on offer.
Satisfied employees enhance the viability of the firm. This means that their high energy levels result in positive practices that ensure that individuals in the firm prioritize the feelings of the customer at all times.
2.6 Theoretical …show more content…
(2007) believed there is a strong link between the employees job satisfaction and the effectiveness of operational management, which is presumed as one of the most striking issues in the study of organization behavior. Particularly, the employee’s attributes-- attitude, motivation and commitment towards their job and companies are the key issues of generating the influence over the operational management. Also, the behaviorist stated that the Hawthorne effect is the best proof of crucial existence of the job satisfaction and the performance. (Roethlisberger and Dickson, 1939) A vast amount of studies showed the strong correlation between the employee satisfaction and misbehaviors in the company, e.g. lateness, absenteeism, sabotage (Mathieu & Zajac,1990; Fisher & Locke 1992), relatively speaking, the job satisfaction would be less revealing in directing the influence on the operational management. Loveman (1998) pointed out the employees with a higher satisfaction would tend to perform better in the company. As a result, higher personal sales, less absenteeism or lateness, promising appraisal and better customer feedback exist normally in them. According to social exchange theory as Flynn (2005) explained, the employees with a higher level of satisfaction would be more willing to commit more to their companies. The extra efforts would be paid to the company meanwhile the employer's all rounded reward system can help boost the
From the model by Vilares and Coelho (2003) above, employee satisfaction affects the perceptions of employees towards employee loyalty and commitment. The model also shows a direct and indirect impact of employee satisfaction on customer satisfaction.
According to Young (2009) and Shim and Siegel (1999), the employee satisfaction and customer satisfaction are directly linked because of a number of reasons. The following elements define the explanations of the relationships that exist between employee satisfaction, customer satisfaction; and productivity.
Motivation- employees who are motivated are equally satisfied. Hallowell (1996) explains that …show more content…
Interpersonal sensibility – satisfied employees are cordial and effective within the workplace. This shows in the manner in which they provide interactional justice to enable customers to understand the different goods and services that are on offer.
Satisfied employees enhance the viability of the firm. This means that their high energy levels result in positive practices that ensure that individuals in the firm prioritize the feelings of the customer at all times.
2.6 Theoretical …show more content…
(2007) believed there is a strong link between the employees job satisfaction and the effectiveness of operational management, which is presumed as one of the most striking issues in the study of organization behavior. Particularly, the employee’s attributes-- attitude, motivation and commitment towards their job and companies are the key issues of generating the influence over the operational management. Also, the behaviorist stated that the Hawthorne effect is the best proof of crucial existence of the job satisfaction and the performance. (Roethlisberger and Dickson, 1939) A vast amount of studies showed the strong correlation between the employee satisfaction and misbehaviors in the company, e.g. lateness, absenteeism, sabotage (Mathieu & Zajac,1990; Fisher & Locke 1992), relatively speaking, the job satisfaction would be less revealing in directing the influence on the operational management. Loveman (1998) pointed out the employees with a higher satisfaction would tend to perform better in the company. As a result, higher personal sales, less absenteeism or lateness, promising appraisal and better customer feedback exist normally in them. According to social exchange theory as Flynn (2005) explained, the employees with a higher level of satisfaction would be more willing to commit more to their companies. The extra efforts would be paid to the company meanwhile the employer's all rounded reward system can help boost the