n South African Journal of Economic and Management Sciences - The relationship between employee and customer satisfaction in the balanced scorecard : management
|Article Title||The relationship between employee and customer satisfaction in the balanced scorecard : management|
|© Publisher:||University of Pretoria|
|Journal||South African Journal of Economic and Management Sciences|
|Author||D.G. Gouws, A.Y. Habtezion, F.N.S. Vermaak and H.P. Wolmarans|
|Publication Date||Sep 2006|
|Pages||285 - 298|
|Keyword(s)||M14 and M41|
ISI Social Science
This paper reports evidence of a direct relationship between employee satisfaction and customer satisfaction as they are linked in the balanced scorecard. The objective was to propose a framework that shows the linkage between employee satisfaction and customer satisfaction and to undertake some preliminary testing of this framework. An empirical study was undertaken in an airline business which investigated these relationships between employee and customer satisfaction and the correlations between these performance measures. The relationship between the key drivers of employee satisfaction and the key drivers of customer satisfaction was also investigated. The study provides empirical evidence supporting several linkages.
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