Journal article
The satisfaction and retention of frontline employees
International journal of service industry management, Vol.7(5), pp.62-80
12/01/1996
DOI: 10.1108/09564239610149966
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 demonstrates how this approach yields actionable results that managers can implement to increase employee satisfaction and thereby retention.
Details
- Title: Subtitle
- The satisfaction and retention of frontline employees
- Creators
- Roland T. Rust - Vanderbilt UniversityGreg L. Stewart - Vanderbilt UniversityHeather Miller - (M/A/R/C Group, USA)Debbie Pielack - (MBA Enterprise Corps, Lithuania)
- Resource Type
- Journal article
- Publication Details
- International journal of service industry management, Vol.7(5), pp.62-80
- Publisher
- MCB UP Ltd
- DOI
- 10.1108/09564239610149966
- ISSN
- 0956-4233
- eISSN
- 1758-6704
- Language
- English
- Date published
- 12/01/1996
- Academic Unit
- Management and Entrepreneurship
- Record Identifier
- 9984380435002771
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