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Putting the customer second

Ronald J. Burke (York University, Toronto, Canada)
James Graham (York University, Toronto, Canada)
Frank J. Smith (York University, Toronto, Canada)

The TQM Magazine

ISSN: 0954-478X

Publication date: 1 February 2005

Abstract

Purpose

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Two studies examined the relationship between employee satisfaction and customer satisfaction in two service organizations.

Design/methodology/approach

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Employee satisfaction and customer satisfaction data were gathered separately and aggregated to branch or store level measures.

Findings

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The data indicated generally positive and statistically significant relationships between employee satisfaction and customer satisfaction. Customers reported greater service satisfaction with branches or stores whose employees indicated higher levels of work and employees' satisfaction.

Originality/value

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Implications for the delivery of high quality customer service are offered.

Keywords

Citation

Burke, R.J., Graham, J. and Smith, F.J. (2005), "Putting the customer second", The TQM Magazine, Vol. 17 No. 1, pp. 85-91. https://doi.org/10.1108/09544780510573075

Download as .RIS

Publisher

:

Emerald Group Publishing Limited

Copyright © 2005, Emerald Group Publishing Limited

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