Relationship between job satisfaction and employee commitment to customer service

evidence from a UK service context by Luis Carro Mendez

Written in English
Published: Downloads: 285
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Edition Notes

Thesis (M.Sc.) - University of Surrey, 1997.

StatementLuis Carro Mendez.
ContributionsUniversity of Surrey. Surrey European Management School.
ID Numbers
Open LibraryOL17312832M

This study aims to explore the relationship between participation in employer-provided training programs of young employees and young employees’ intrinsic motivation, job satisfaction and affective commitment. This study is conducted under framework of a global brand – the Walt Disney World Resort. The.   Job satisfaction may be defined as contentment with one’s job. The connection between job satisfaction and organizational commitment is clear. When an employee has allegiance to the employer, his or her productivity increases, turnover rate decreases, and negative behaviors including employee theft also decline. Satisfaction and Customer Satisfaction. Satisfied workers provide better customer service. Satisfied employees increase customer satisfaction because: They are more friendly, upbeat, and responsive. They are less likely to turnover, which helps build long-term customer relationships. They are experienced. FACTORS AFFECTING EMPLOYEE JOB SATISFACTION OF PHARMACEUTICAL SECTOR Mosammod Mahamuda Parvin: company, the quality of the working conditions, leadership and social relationships, the job itself (the variety of commitment through job satisfaction and motivation, the study will investigate in-depth the human resource Cited by:

Organizational commitment was related to age and educational level. Moderate correlations were found between organizational commitment and job satisfaction. A seven-predictor model explained % of the variance of organizational commitment. Different predictor models were found for the four occupational by: 1. raises high employee’s job satisfaction is also further proficient of retaining and fascinating the employees through skills which they needed (Mosadegh Rad & Yarmohammadian, ). A. Objectives 1) To explore the impact of Organizational commitment on employee satisfaction. towards their job can have a vital impact on service quality and customer’s satisfaction level (Gittell & Weiss, ). Studies have been done on evaluating the employee’s impact on company’s performance and the results often showed a positive relationship between the employee’s attitude and the company’s performance. Companies that areFile Size: KB. Job satisfaction and organizational commitment Past research has found a positive correlation between job satisfaction and organizational commitment (Mathieu & Zajac, ). Williams and Hazer () found a direct link between job satisfaction and organizational commitment, whereby job satisfaction is an antecedent of organizational commitment.

warmth displayed by service employees toward customers was related significantly and positively to service quality perceptions and customer satisfaction. In , Hansen and other authors stated that customer's commitment towards a service company significantly relies on customer's commitment to the customer-File Size: KB. oriented behavior (COB) and other variables such as affective commitment and job satisfaction especially in the Malaysian healthcare context. Aim: The aim of this paper is to provide a conceptual analysis of the relationship between job satisfaction, customer-oriented behavior and affective commitment among the nurses in Malaysian context.   1. Introduction. Justice is a key issue for understanding organizational behavior [].During the past twenty-five years, the study of fairness has received major research attention from a variety of disciplines, including economics, psychology, law, and organizational science [].Cremer et al. [] described organizational justice as “a dominating theme in organizational life.”Cited by: 6.

Relationship between job satisfaction and employee commitment to customer service by Luis Carro Mendez Download PDF EPUB FB2

The relationship between employee satisfaction and customer satisfaction Article (PDF Available) in Journal of Services Marketing 26(5) July. Employees are the driving factor behind customer satisfaction. Employee interactions set the tone for a positive or negative customer experience.

When employees aren’t happy at work, their Author: Ashira Prossack. The relationship between job satisfaction, job performance and employee engagement: An explorative element is employees’ commitment to their job. There is countries and showed that customer satisfaction, profitability, turnover of staff and less work mishaps wereFile Size: KB.

A total of customer/technical service employees completed the survey, for a response rate of 55 percent (Schmidt, ). Findings and Conclusions A major research finding in this study was the high degree of relationship between job training satisfaction and overall job satisfaction among employees in customer/technical service positions.

relationships between employee job satisfaction, employee perceptions of supervisor support, and organizational profitability. Herzberg, Mausner, and Snyderman developed the two-factor theory of motivation and hygiene in (Herzberg, Mausner, & Snyderman, ), and Herzberg (, ) subsequently extended this work.

ThisAuthor: Joseph Carl Vann. The Relationship between Employee Commitment and Job Attitude and Its Effect on Service Quality in the Tourism Industry mitment (which includes both continuance and affective commitment). The above five commitments are further classified into two major groups.

The first category cen- tres on commitments that affect work attitudes withoutFile Size: KB. (). Understanding the relationships among internal marketing practices, job satisfaction, service quality and customer satisfaction: an empirical investigation of Saudi Arabia’s service employees.

International Journal of Tourism Sciences: Vol. 17, No. 2, pp. Cited by: 5. relationship between overall job satisfaction, job facet satisfaction (14 job facets) and six measures of job performance, with regard to the operating staff like conductors and drivers.

Results showed that there is no association between job facet satisfaction and overall job satisfaction. Job Satisfaction Job satisfaction is a pre-requisite for employee performance in any organization. It is important for both the employee and the employer.

For the employee, job Relationship between job satisfaction and employee commitment to customer service book gives them a sense of security and fulfillment. In return, it leads to employee commitment, decreased absenteeism and reduced employee by:   Measuring the satisfaction of both a company’s employees and its customers reveals a direct correlation between the two and should therefore be managed carefully.

Forbes has referred to employee engagement as “the wonder drug for customer satisfaction. Foresee, a customer-service analytics firm, echoed this sentiment with findings from its study to see how employee satisfaction.

to devise focused strategies around the various aspects of job satisfaction in an effort to reduce the absenteeism levels of employees. PURPOSE OF THIS STUDY The aim of this research is to determine whether there is a relationship between job satisfaction and absenteeism amongst Field Service employees in an Electricity Utility in.

Employee Engagement and CommitmentQ3 Employee Engagement Defined CORPORATIONS Caterpillar Engagement is the extent of employees' commitment, work effort, and desire to stay in an organ-ization File Size: KB.

customer satisfaction, employee satisfaction, etc.) and found that, depending on market segment and industry, between 40 and 80 percent of customer satisfaction and customer loyalty was accounted for by the relationship between employee attitudes and customer-related Size: 46KB. To Determine The Relationship Between Employee On The 54 Components Of Organizational Commitment And Job Satisfaction To Identify Which Among The Three Components Of 55 Organizational Commitment (Affective, Continuance And Normative Organizational Commitment) Is The Most Important Driver That Relates To Job Satisfaction.

The Relationship between Service Quality, Customer Satisfaction and Customer Loyalty: An Investigation in Vietnamese Retail Banking Sector Ngo Vu Minh, Nguyen Huan Huu Abstract This study develops and empirically tests the interrelationships between service quality, cus-tomer satisfaction, and customer loyalty in a retail banking context.

The main aim of this study to analyze the impact of Employee Engagement on Job Satisfaction and Motivation. The study has been carried out on teachers of different colleges in Gwalior region. There was a statistically significant relationship between employees’ job satisfaction and their organizational commitment (pemployees who are more satisfied with their job are also more committed to the health care by: between organizational commitment and job satisfaction can be viewed in various ways (Mowday et al., ).

The relationship between organizational commitment and job satisfaction is also researched in many professions. Most of these studies whether in the nursing profession or other professions found a positively.

An employee-customer-profit chain analysis of Sears stores found that when employees are positive about their jobs, they have more positive attitudes towards customers.

The company quantified the data to find that a 5% increase in employee satisfaction led to a percent increase in customer satisfaction, bringing a.5% increase in. The study included Extension agents with less than 6 years of employment, representing 12 states in the southern United States.

Findings indicate significant relationships between employee job satisfaction, organizational commitment, and intention to quit. There has always been a chicken-and-egg debate (Vondrasek, ) over issues regarding the relationship between job satisfaction and organisational commitment, several researchers have made the case that job satisfaction is a predictor of organisational commitment (Porter et al, ; Price, ; Rose, ) as cited in Vondrasek, The Relationship between Job Quality and Customer Satisfaction in Customer Contact Centers of Pakistan Authors: Ammar Arshad Khurram Shahzad Supervisor: Kiflemariam Hamde Student Umeå School of Business and Economics Autumn semester.

Many of them have shown a relationship between employee satisfaction, customer satisfaction and profitability. For example, a study carried out at Sears Roebuck & Co. showed that “a five-point improvement in employee attitudes led to a rise in customer satisfaction which, in turn, generated a increase in revenues.

relationship between employee job satisfaction and organizational commitment among academic staff members at a selected higher education institution in South Africa.

Research Objectives To investigate the relationship between job satisfaction and affective commitment. study was to find the impact of job satisfaction and organizational commitment on employee loyalty.

This study also finds out the relationship between job satisfaction and organizational commitment. Further the study will also find the comparison of employee loyalty in manufacturing and service Size: KB.

The study showed that indeed there is a reciprocal relationship between job attitudes Employee engagement and customer satisfaction: r relationship between employee commitment and.

– The purpose of this study is to analyze the structural relationship between empowerment, service training, service reward, job attitudes such as job satisfaction and organizational commitment, and customer‐oriented prosocial behavior of employees., – The research question is examined using a sample of Korean hotel employees.

Structural Cited by: relationship between organizational commitment, job satisfaction, and positive psychological capital in Lithuanian organizations. Based on the theory building and research to date on psychological capital and the related constructs we have hypothesized that there would be statistically significant relationship betweenFile Size: KB.

Table 1 shows the meta-analytic results for the correlation between employee job satisfaction (independent variable) and the dependent variable customer satisfaction. Table 2 presents meta-analytic results for the influence of the service context as moderator of the relationship between employee job satisfaction and customer satisfaction.

We used a 95% Cited by: 4. According to a study froman increase in job satisfaction is directly related to a percent increase in productivity per hour. This may seem like an obvious statement, but this was. better customer service, productivity, low staff turnover, dedicated workforce, great sense of work commitment, willingness to put extra time in the job, and pride in their work.

Employee engagement is one of the key antecedents of creativity and innovation (Langelaan, Bakker, Van Doornen, and Schaufeli, ).File Size: KB.The meta-analyses conducted by Mathieu and Zajac () and Meyer, Stanley, Herscovitch and Topolnytsky () show the relationship between satisfaction and commitment.

These studies found higher scores for the relationship between satisfaction with colleagues and organizational commitment than that between satisfaction with pay and commitment.

The relationship between employee satisfaction and customer satisfaction is often evident when it comes to customer service.

When an employee is dissatisfied with his job, he may seem tired and even disinterested in helping the company's customers.