The satisfaction and retention of frontline employees: A customer satisfaction measurement approach

Authors: Rust, Roland T; Stewart, Greg L; Miller, Heather; Pielack, Debbie

Source: International Journal of Service Industry Management, Volume 7, Number 5, 1996 , pp. 62-80(19)

Publisher: Emerald Group Publishing Limited

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Abstract:

Argues that employee turnover is highest among employees who are not satisfied with their jobs. Because qualified employees are becoming more scarce and difficult to retain, organizations need to focus on increasing employee satisfaction. Suggests that one useful approach for increasing employee satisfaction is to view workers as customers. Based on the notion of employee as customer, illustrates how a customer satisfaction measurement approach can be applied to the measurement of employee attitudes. Suggests that the metaphor of employee as customer is indeed useful. Also demon-strates how this approach yields actionable results that managers can implement to increase employee satisfaction and thereby retention.

Keywords: Customer Satisfaction; Employees; Employee Attitudes; Health Care; Retention

Document Type: Research article

DOI: http://dx.doi.org/10.1108/09564239610149966

Publication date: 1996-05-01