chapter  12
22 Pages

Managing customer-contact employees

The service profi t chain ( Heskett, Jones, Loveman, Sasser, & Schlesinger, 1994 ) is a model that demonstrates the link between employee satisfaction, service quality, customer satisfaction and business performance. When employees are satisfi ed with their working conditions and relationships, they are more likely to work productively for the company. These employees know the company’s service quality standards and should, therefore, be capable of meeting the quality standards that the company and customer expect. Customer satisfaction leads to repeat and recommended sales. Customers like to see familiar faces when they return, and when the same employees greet regular customers by name, this helps in the development of loyalty. Loyal customers are more profi table, so business performance improves.