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.

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