07-02-2013, 12:38 PM
Effects of reengineering on the employee satisfaction-customer satisfaction relationship
ABSTRACT
This paper seeks to examine the correlations between measures of employee satisfaction and customer satisfaction before and after a major process reengineering initiative. Design/methodology/approach – Data were collected in 130 branches of a large financial services organization using employee and customer surveys. Findings – Scores on some employee satisfaction factors were predictive of customer satisfaction at both time periods. Other employee satisfaction factors were found to have a stronger relationship with customer satisfaction in one period but not both.