satisfaction mirror

Quick Reference

Is a concept associated with the new service management school. It expresses the belief that if workers experience job satisfaction when performing customer service jobs then they will provide good service, and customers will also experience satisfaction. Providing a satisfying work environment for employees is therefore seen as essential for competing effectively in service markets on the basis of good customer service. The emphasis on shared, overlapping interests in this concept point to its origin in unitarism.

Subjects: Human Resource Management.

Reference entries