Designing employee experiences to create customer experience value

摘要

In 1997 Harvard Business School Professors James Heskett, Earl Sasser and Leonard Schlesinger published the seminal book The Service Profit Chain, which linked the internal creation of service value - centered on employee loyalty, productivity and output quality, service quality, capability and satisfaction - with the external consumption of that value - centered on customer satisfaction and loyalty. [1] Their research showed that the "strongest relationships" among all these factors were "(1) profit and customer loyalty, (2) employee loyalty and customer loyalty and (3) employee satisfaction and customer satisfaction." Moreover, "the relationships were self-reinforcing. That is, satisfied customers contributed to employee satisfaction and satisfied employees boosted customer satisfaction."