Driving service effectiveness through employee-customer linkages

Détails

Ressource 1Demande d'une copieTélécharger: BIB_4C7711BCF4E8.P001.pdf (5786.76 [Ko])
Etat: Supprimée
Version: Final published version
ID Serval
serval:BIB_4C7711BCF4E8
Type
Article: article d'un périodique ou d'un magazine.
Collection
Publications
Titre
Driving service effectiveness through employee-customer linkages
Périodique
Academy of Management Executive
Auteur(s)
Pugh S. D., Dietz J., Wiley J. W., Brooks S. M 
ISSN
1079-5545
Statut éditorial
Publié
Date de publication
2002
Peer-reviewed
Oui
Volume
16
Numéro
4
Pages
73-84
Langue
anglais
Résumé
Linkage research provides a powerful tool for service organizations because it identifies those elements of the work environment that are connected, or linked, with important organizational outcomes including customer satisfaction and financial performance. In doing so, linkage research integrates functional areas across the organization, providing managers with a common language and framework for a holistic, strategic measurement system focusing on the shared objective of serving the customer. Data from linkage studies are also used to establish an agenda for improving the practices that matter most for customer satisfaction, and the data serve as useful predictors of future firm performance. This article describes the basic linkage model that connects employees and customers in service organizations. We describe the contexts in which employee opinions are most strongly related to customer outcomes and identify the eight practices that have been found to be important drivers of customer satisfaction.
Web of science
Création de la notice
05/05/2009 10:19
Dernière modification de la notice
20/08/2019 14:00
Données d'usage