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The satisfaction and retention of frontline employees: A customer satisfaction measurement approach

Roland T. Rust (Owen Graduate School of Management, Vanderbilt University, Nashville, Tennessee, USA)
Greg L. Stewart (Owen Graduate School of Management, Vanderbilt University, Nashville, Tennessee, USA)
Heather Miller (M/A/R/C Group, USA)
Debbie Pielack (MBA Enterprise Corps, Lithuania)

International Journal of Service Industry Management

ISSN: 0956-4233

Article publication date: 1 December 1996

Abstract

Argues that employee turnover is highest among employees who are not satisfied with their jobs. Because qualified employees are becoming more scarce and difficult to retain, organizations need to focus on increasing employee satisfaction. Suggests that one useful approach for increasing employee satisfaction is to view workers as customers. Based on the notion of employee as customer, illustrates how a customer satisfaction measurement approach can be applied to the measurement of employee attitudes. Suggests that the metaphor of employee as customer is indeed useful. Also demon‐strates how this approach yields actionable results that managers can implement to increase employee satisfaction and thereby retention.

Keywords

Citation

Rust, R.T., Stewart, G.L., Miller, H. and Pielack, D. (1996), "The satisfaction and retention of frontline employees: A customer satisfaction measurement approach", International Journal of Service Industry Management, Vol. 7 No. 5, pp. 62-80. https://doi.org/10.1108/09564239610149966

Publisher

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MCB UP Ltd

Copyright © 1996, MCB UP Limited