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Article
Publication date: 1 June 2002

Martijn Hesselink and Frits van den Assem

One of the largest companies for temporary labour in The Netherlands, Start, is implementing a service‐culture‐change program. This so‐called service excellence program…

Abstract

One of the largest companies for temporary labour in The Netherlands, Start, is implementing a service‐culture‐change program. This so‐called service excellence program has been initiated to help the organisation to become one of the leading companies in Europe with respect to service behaviour and service culture. After a short introduction of the company and the current situation in the Dutch labour market, this paper describes the reasons for adopting this program and how it is being implemented.

Details

Managing Service Quality: An International Journal, vol. 12 no. 3
Type: Research Article
ISSN: 0960-4529

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Article
Publication date: 1 June 2002

Ton van der Wiele, Paul Boselie and Martijn Hesselink

Focuses on the analysis of empirical data on customer satisfaction and the relationship with hard organisational performance data. The organisation is a Flexcompany with…

Abstract

Focuses on the analysis of empirical data on customer satisfaction and the relationship with hard organisational performance data. The organisation is a Flexcompany with its headquarters in The Netherlands, but also operating in other countries in Europe. The empirical data on customer satisfaction and business performance stem from 1998 and 1999, from which it can be concluded that it is possible to find evidence for the hypothesis that there is a positive relationship between customer satisfaction and organisational performance indicators, although the relationship is not very strong. Various factors might influence the time‐lag between a change in customer satisfaction and an expected effect on sales margin, or other output indicators. However, the analyses provide answers to questions related to the quality dimensions as underlying factors behind the items in the customer satisfaction questionnaire. Also, there are some indications for the relation between customer satisfaction and changing behaviour of customers.

Details

Managing Service Quality: An International Journal, vol. 12 no. 3
Type: Research Article
ISSN: 0960-4529

Keywords

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