Validation Of Key Relationships In An Extended Service-Profit Chain Model In The South Africa Retail Industry Context
SA Journal of Human Resource Management
Field | Value | |
Title | Validation Of Key Relationships In An Extended Service-Profit Chain Model In The South Africa Retail Industry Context | |
Creator | Verwey, Anton M. Carstens, Louis | |
Description | The purpose of the study was to evaluate an extended conceptual model depicting hypothesised relationships between employee climate, customer value and financial performance. Questionnaires assessing employee experienced climate and customer-experienced value were completed by all the employees (more than 1200) and more than 2000 customers of a single retail company operating almost 100 stores in Southern Africa. The major findings were that some of the components of employee-experienced climate are positively related to customer experienced value in terms of both product and relationship quality. There was no significant relationship between customer-experienced value and the financial performance of the organisation. OpsommingDie doel van hierdie studie was om ‘n uitgebreide konseptuele model te toets wat gehipotetiseerde verwantskappe voorstel tussen werknemer-ervaarde klimaat, kliënt-ervaarde waarde en finansiële prestasie. Vraelyste wat werknemer-ervaarde klimaat en kliënt-ervaarde waarde meet is voltooi deur meer as 1200 werknemers en meer as 2000 kliënte van ‘n enkele kleinhandelaar wat landwyd byna 100 winkels regoor Suid-Afrika bedryf. Die hoofbevindinge is dat sommige komponente van werknemer-ervaarde klimaat positief verwant is aan kliënt-ervaarde waarde in terme van beide produk en verhoudingsgehalte. Daar was egter geen beduidende verband tussen kliëntervaarde waarde en die finansiële prestasie van die organisasie nie. | |
Publisher | AOSIS | |
Date | 2003-09-20 | |
Identifier | 10.4102/sajhrm.v1i1.8 | |
Source | SA Journal of Human Resource Management; Vol 1, No 1 (2003) 2071-078X 1683-7584 | |
Language | eng | |
Relation |
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https://sajhrm.co.za/index.php/sajhrm/article/view/8/8
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