The relationship between employee and customer satisfaction in the balanced scorecard
South African Journal of Economic and Management Sciences
| Field | Value | |
| Title | The relationship between employee and customer satisfaction in the balanced scorecard | |
| Creator | Gouws, DG Habtezion, A Vermaak, FNS Wolmarans, H P | |
| Description | This paper reports evidence of a direct relationship between employee satisfaction and customer satisfaction as they are linked in the balanced scorecard. The objective was to propose a framework that shows the linkage between employee satisfaction and customer satisfaction and to undertake some preliminary testing of this framework. An empirical study was undertaken in an airline business which investigated these relationships between employee and customer satisfaction and the correlations between these performance measures. The relationship between the key drivers of employee satisfaction and the key drivers of customer satisfaction was also investigated. The study provides empirical evidence supporting several linkages. | |
| Publisher | AOSIS Publishing | |
| Date | 2014-06-05 | |
| Identifier | 10.4102/sajems.v9i3.1088 | |
| Source | South African Journal of Economic and Management Sciences; Vol 9, No 3 (2006); 285-298 2222-3436 1015-8812 | |
| Language | eng | |
| Relation |
The following web links (URLs) may trigger a file download or direct you to an alternative webpage to gain access to a publication file format of the published article:
https://sajems.org/index.php/sajems/article/view/1088/376
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