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Investigating the factors that influence client satisfaction: case study, Barat Carbide

M.B.A. / Throughout the world companies are restructuring there processes. Companies are trying to provide a better service to the customers with the same cost or alternatively at a lower cost. The service-profit chain is an equation that establishes the relationship between corporate policies, employee satisfaction, value creation, customer loyalty and profitability. This paper examines the direct relationship between employee satisfaction and customer satisfaction. It concentrates on the elements that influence employee and customer satisfaction in line with “Heskett’s Service Profit Chain” model.

Identiferoai:union.ndltd.org:netd.ac.za/oai:union.ndltd.org:uj/uj:8336
Date30 April 2009
Source SetsSouth African National ETD Portal
Detected LanguageEnglish
TypeThesis

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