"To what extent employee satisfaction is an antecedent for customer satisfaction and loyalty among Small and medium Enterprises
"To what extent employee satisfaction is an antecedent for customer satisfaction and loyalty among Small and medium Enterprises - Dissertation Example
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Employee Satisfaction is an Antecedent for Customer Satisfaction Table of Contents Table of Contents 2 List of Figures 8 2.1 Chapter Overview 10 2.2 The Irish Economy 10 2.3 Irish SME Retail Sector 11 2.4 Competitive Advantage 12 2.4.1 Resource Based Advantage 13 2.4.2 Human Resource and Competitive Advantage 15 2.4.3 Competitive advantage through people 16 2.5 Employee Engagement 19 2.6 Employee Commitment 20 2.7 Employee Motivation 22 2.7.1 Relationship between Employee Satisfaction and Employee Motivation 23 2.8 Impact of Employee Satisfaction on Customer Satisfaction in SME Retail Stores 26 2.8.2 Impact of Employee Satisfaction on Performance of Retail Stores 29 Chapter 3 Research Methodo…
These factors are expected to deliver value to the company as well as the customers. (Christopher et al., 2002) This literature review is a comprehensive analysis of the concept of customer satisfaction in the light of research and findings of various authors in order to arrive at a findings based on the analysis of the existing literatures.
A sample of one hundred respondents were surveyed and filled in a questionnaire in order to evaluate the impact that service recovery had on them. The result of data analysis showed that service recovery has an impact on customer satisfaction. It was found out that customers appreciated effective service recovery and they were likely to become loyal clients if hotels sorted out their problems satisfactorily.
Incidentally, business has evolved from the era when satisfaction, customer loyalty and quality were the determinant factors. But today value is the core consideration in the process of seeking organizational success. Background Among the many reasons why I agree with the above statement is that value has become a core function in Business Corporation to the extent that it has been relative to the overall organizational endeavour and success in its commercial activities.
The spillover effects of the global economic recovery, declining exports and volatile capital flows call for adjusting economic policies (Nasution, 2012). Political uncertainties in advanced economies are responsible for downside risks that continue to loom large.
The scope of integrated marketing communications has been realized by various companies in different countries, but it has been understood differently in different contexts. Hence there is no rigid definition of this term that can be used to explain its utility in the context of the present company in its present marketing activities (Smith, Berry & Pulford, 1999).
Reforms in the banking sector have also blurred the lines between banks and non-banks, thereby increasing pressure on banks to perform. Customer experience now defines service quality and poor service quality can push customers to switch service providers.
Only the freshest products make it to our kitchen- we do not believe in selling anything below our premium standards. Question 2 Organizations usually have a choice between cost-centric, demand-centric and competition oriented pricing strategy (Levy & Weitz, 2012).
The advertising strategy needs to be aligned to the marketing goals by identifying the nest ways to reach the expected market and thus making sure that the advertising messages are pitched to the right segments of the population. It also needs to be aligned to the marketing goals by ensuing that whatever advertising media are used are the ones that give the most bang for the buck and are able to attract the numbers and range of customers that they intend and need to reach.