Effects of reengineering on the employee satisfaction‐customer satisfaction relationship
Abstract
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 using employee and customer surveys.
Findings
Scores on some employee satisfaction factors were predictive of customer satisfaction at both time periods. Other employee satisfaction factors were found to have a stronger relationship with customer satisfaction in one period but not both.
Research limitations/implications
This study needs to be replicated to determine the generalizability of the findings.
Practical implications
Work demands which probably increased due to the reengineering initiative were predictive of customer satisfaction following the reengineering effort.
Originality/value
Organizations need to consider the effects of organizational changes in their efforts to provide high quality customer service.
Keywords
Citation
Burke, R.J., Graham, J. and Smith, F. (2005), "Effects of reengineering on the employee satisfaction‐customer satisfaction relationship", The TQM Magazine, Vol. 17 No. 4, pp. 358-363. https://doi.org/10.1108/09544780510603198
Publisher
:Emerald Group Publishing Limited
Copyright © 2005, Emerald Group Publishing Limited