Effect of Employee Satisfaction of Driving Customer Satisfaction Essay Example for Free

Effect of Employee rapture of Driving Customer Satisfaction EssayIts common sense when people feel great near the place where they work they provide better client go Dick Clark, Group leader of monetary services at MonsantoCustomer propitiation is the master(prenominal) aim of every organization running a business everywhere. Various direct managers consider the importance of node delight and try to pass this moment to the lower levels that have direct contact with the customers. Those front-line employees should be satisfied themselves in order to deliver customer value. (bulgarella, 2005). Some researchers and business pioneers went further to include employees as internal customers whom they seek to satisfy their inescapably in order to make sure that they will do the same with the external customers (Harrison, 2003) and this highlights the direction towards the study on the employee mirth and its factors. In Egypt, employee satisfaction should be one of the most highlighted topics in every business scene of action and should gain wider interest day after day. The emphasis on these kinds of studies will help improve the service standards and, consequently, raises the satisfaction levels of employees and external customers of any organization. From this perspective, the researchers decided to investigate the sense of go ontogeny and its upshot on employee satisfaction (Research1 or R1). The second part of the research will be devoted to measure the effect of employee satisfaction on delivering customer satisfaction (Research2 or R2). The main research questions are designed asQ1 How can the sense of life development affect employee satisfaction? Q2 what is the effect of employee satisfaction on customer satisfaction? HypothesesH1 Sense of life story development has an effect on employee satisfaction. * Components of career development on this research paper are * caliber of Employees Lives.* Social and economic percentage to society.H 2 sense of employee satisfactions affects Customer satisfaction. R1 The relation amidst sense of career development and employee satisfaction. When the researchers decided to define employee satisfaction, they called back the definition of the word satisfaction from the lexicon and it was found as gratification of an appetite and pleasure (Wilson Learning, 2006). Satisfaction researchers can never ignore Maslows mankind satisfaction pyramid that starts with physiological needs, safety needs, social needs, self-esteem and self-actualization needs (Parvin, 2011) Scholars vary in their definitions to employee satisfaction Reilly defines art satisfaction as the feeling that a worker has about his job or a general attitude towards work or a job and it is influenced by the perception of ones job. (C.R.Reilly, 1991).Some employee-satisfaction theories depends mainly on the individual factor or the employee himself employees objectives, age, social status, gender and education level hav e the major impact on determining the degree of his satisfaction and loyalty in his job (Ann, 1992) while others, such as Alan Witt, go in deeper analysis to study Fit or drop of Fit or the Want-Have Dilemma in the midst of the employees requirements and the organizational offerings (Ann, 1992) Papers agree on a main drive for employee satisfaction in any organization employers must work on enhancing the sense of career development for their employees. However, career development itself is a broad concept that needs to be clarified. Sears defined career development as the total group of physiological, sociological, educational, physical and economic factors that direct the individuals career (Patton McMahon, 2006). This definition classifies the components career development to1. Physiological component2. Sociological component3. Educational component4. Physical component5. frugal componentWhen going to a deeper practical definition, vocations England, one of the most recognize d organizations in career management industry that has a wide variety of partnerships with various associations (Careers England, 2012), defined career development as follows Career development is the lifelong routine of managing progression in learning and work. The quality of this process significantly determines the character and quality of individuals lives the kind of people they become, the sense of purpose they have, the income at their disposal. It also determines the social and economic contribution they make to the communities and societies of which they are part (Careers England, 2012)This definition analysis Career Development terminology to the following components * Quality of individuals lives * Social and economic contribution to societyWhen linking both definitions together, the researchers can identify the main components of career development to two main categories1. Quality of individual livesa. Salary paid to employeesb. working conditionsc. physiological and safety needsd. the purpose they have2. Contribution to society* Achievements and contribution to society economically and sociallyR2 the relation between employee satisfaction and customer satisfaction.To measure the degree of employee satisfactions effect on customer satisfaction, the meaning of customer satisfaction should be clear for the researches and the readers A comprehensive definition of customer satisfaction in terms of pleasant fulfillment is given by Oliver (1997) satisfaction is the consumers fulfillment response. It is a judgment that a yield or service feature, or the product or service itself, providing (or is providing) a pleasurable level of expenditure-related fulfillment, including below or over fulfillment (Siskos, 2010)According to an exhaustive review of Yi (1991), customer satisfaction may be defined into 2 basic ways either as an outcome, or as a process 1- The first approach defines satisfaction as a final situation or as an end-state resulting from th e consumption experience. 2- The second approach emphasizes the perceptual, evaluative and psychological process that contributes to satisfaction. (Siskos, 2010) (R2) will try to measure the degree of dependency of both factors on each other through surveys with employees and customers.BibliographyAnn, M. (1992). A STUDY OF THE RELATIONSHIP. SOUTHWEST TEXAS STATE UNIVERSITY, policy-making Science. Texas The Digital Library. attia, s. (2008). Healthcare quality and moder. emerald insight, 3. bulgarella, C. (2005). Employee Satisfaction Customer Satisfaction. Guide Star rerearch. C.R.Reilly. (1991). Organizational Behavior. Annual reappraisal of Psychology,pp. 427- 458. Careers England. (2012). MAKING A POSITIVE IMPACT. Careers England. Careers England. Careers England. (2012). Why Career Development Matters. 1.Harrison, C. (2003, 11). Turning Customer Service internal Out Retrieved 10 1, 2012, from expressionsofexcellence.com http//www.expressionsofexcellence.com/ARTICLES/Inside CS.html Parvin, M. (2011, December). FACTORS AFFECTING EMPLOYEE JOB SATISFACTION OF PHARMACEUTICAL SECTOR. Australian Journal of Business and concern Research, 1, 115. Patton, W., McMahon, M. (2006). Career Development and Systems Theory. QueensLand university, Faculty of Education. Rotterdam Sense Publishers. Siskos, E. G. (2010). Customer Satisfaction Evaluation. Greece Springer Science+Business Media. Wilson Learning. (2006). Redefining employee satisfaction business performance, employee fullfilment and leadership practices. Edina Wilson Learning Inc.