Managing the employee connection

Abstract

Describes the main findings deduced from data held relating to over 70,000 cases in an employee and manager inventory and associated database, which focuses on employee and manager job satisfaction issues and employee and manager perceptions of how well an organization is doing at serving and satisfying customers. Concludes that a good business model is critical, as is having the right resources, but that ultimately the human resource becomes the powerful make or break factor. Provides several examples of well‐known companies’ practices which demonstrate the findings.

Citation

Zemke, R. (2002), "Managing the employee connection", Managing Service Quality: An International Journal, Vol. 12 No. 2, pp. 73-76. https://doi.org/10.1108/09604520210421374