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A Simulation Model for Measuring Customer Satisfaction through Employee Satisfaction

机译:通过员工满意度测评客户满意度的仿真模型

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摘要

Customer satisfaction is defined as a measure of how a firm's product or service performs compared to customer's expectations. It has long been a subject of research due to its importance for measuring marketing and business performance. A lot of models have been developed for its measurement. This paper propose a simulation model using employee satisfaction as one of the most important factors leading to customer satisfaction (the others being expectations and disconfirmation of expectations). Data obtained from a two-year survey in customers of banks in Greece were used. The application of three approaches regarding employee satisfaction resulted in greater customer satisfaction when there is serious effort to keep employees satisfied.
机译:客户满意度被定义为衡量公司产品或服务与客户期望相比表现的方式。由于它对衡量营销和业务绩效的重要性,因此长期以来一直是研究的主题。已经开发出许多用于其测量的模型。本文提出了一个模拟模型,将员工满意度作为导致客户满意度的最重要因素之一(其他因素是期望和期望的不肯定)。使用从希腊银行客户进行的为期两年的调查中获得的数据。当认真努力使员工满意时,采用三种有关员工满意度的方法可以提高客户满意度。

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