Summary: Quality of care in residential homes has become an increasingly important issue. Residents' satisfaction with the circumstances in their nursing home is an accepted aspect of service quality. In this paper we present a procedure for measuring the ...
Job and customer satisfactionAbstract. Researching the relationship between job and customer satisfaction is of particular importance in the service sector, as an improvement in job satisfaction is thought to have a positive impact on customer retention ...
Work design and customer satisfaction - Effects of the implementation of semi-autonomous group work on customer satisfaction considering employee satisfaction and group performanceAbstract. The present study aims at evaluating the effects of the ...
Job and customer satisfaction in public organizations - A longitudinal study at the implementation of New Public ManagementAbstract. The relationship between job and customer satisfaction in public organizations during the process of implementing “New ...
Relevance of social competences for customer satisfaction: Two studiesAbstract. Social competence is often described as an important aspect of work, but there is little empirical evidence for this assumption. This article explores the relevance of ...
Personal and organizational predictors of customer orientation and customer satisfaction: A study in health-care services sectorAbstract. Service employees are acting as boundary spanners between organization and customer. Therefore, it is predicted that ...