The influence of employee engagement on customer experience in a customer centric climate and culture
- Authors: Slabbert, H.O.
- Date: 2018
- Subjects: Financial institutions - Customer services , Consumer satisfaction , Customer services , Customer relations
- Language: English
- Type: Masters (Thesis)
- Identifier: http://hdl.handle.net/10210/292386 , uj:31773
- Description: M.Com. (Business Management) , Abstract: According to popular opinion, happy employees lead to happy customers. Many businesses are realising having great products and services are no longer enough. How organisations service their customers is as important as the products or services provided. Customer experience is therefore more than just managing customer interactions. It is putting customers at the centre of everything an organisation does, supported by a culture of engaged employees. Engaged employees are considered an important and influential factor in creating superior customer experiences. Despite of the increased attention, there is a lack of empirical research on customer experience and employee engagement in the academic literature on aspects relating to the drivers, measurement and value to organisations. This dissertation investigated the proposed relationship between employee engagement and customer experience in a South African financial services company. This study advances the current knowledge in the employee engagement and customer experience field of study by combining the constructs into a theoretical model. Employee engagement and the influence on customer experience of the service interaction are postulated to influence total customer experience and business success. Data was collected using two surveys from 386 customer respondents and 82 employee respondents. The collective data was empirically tested using Structural Equation Modelling. The conceptual model examines various pre-requisites of employee engagement, linking resources to customers' perceived level of service employees’ performance (service interaction). The model further examines employee engagement as a dynamic and important variable influencing total customer experience. The results indicate a positive relationship exists between climate and culture, employee engagement and customer experience of the service interaction.
- Full Text:
- Authors: Slabbert, H.O.
- Date: 2018
- Subjects: Financial institutions - Customer services , Consumer satisfaction , Customer services , Customer relations
- Language: English
- Type: Masters (Thesis)
- Identifier: http://hdl.handle.net/10210/292386 , uj:31773
- Description: M.Com. (Business Management) , Abstract: According to popular opinion, happy employees lead to happy customers. Many businesses are realising having great products and services are no longer enough. How organisations service their customers is as important as the products or services provided. Customer experience is therefore more than just managing customer interactions. It is putting customers at the centre of everything an organisation does, supported by a culture of engaged employees. Engaged employees are considered an important and influential factor in creating superior customer experiences. Despite of the increased attention, there is a lack of empirical research on customer experience and employee engagement in the academic literature on aspects relating to the drivers, measurement and value to organisations. This dissertation investigated the proposed relationship between employee engagement and customer experience in a South African financial services company. This study advances the current knowledge in the employee engagement and customer experience field of study by combining the constructs into a theoretical model. Employee engagement and the influence on customer experience of the service interaction are postulated to influence total customer experience and business success. Data was collected using two surveys from 386 customer respondents and 82 employee respondents. The collective data was empirically tested using Structural Equation Modelling. The conceptual model examines various pre-requisites of employee engagement, linking resources to customers' perceived level of service employees’ performance (service interaction). The model further examines employee engagement as a dynamic and important variable influencing total customer experience. The results indicate a positive relationship exists between climate and culture, employee engagement and customer experience of the service interaction.
- Full Text:
Die impak van dienskwaliteit, kliënteretensie en werknemersretensie op die markaandeel en winsgewendheid van 'n finansiële instelling
- Seaman, Christiaan Hendrik Jakobus
- Authors: Seaman, Christiaan Hendrik Jakobus
- Date: 2015-03-02
- Subjects: Consumer satisfaction , Financial institutions - Quality control , Financial institutions - Customer services , Financial institutions - Employees , Job satisfaction , Employee motivation , Customer services - Quality control
- Type: Thesis
- Identifier: uj:13404 , http://hdl.handle.net/10210/13413
- Description: D.Com. (Marketing Management) , The size of South Africa's banking industry grew from R398 billion in 1995 to R471 billion in 1996 while banking transactions totalled R58 634 billion during 1996. Like most other service companies, the banking industry also experiences customer turnover. During the period March 1995 to February 1996 customer switch, which refers to the closing of an account at one institution and the opening of a new account at another institution, by clients of all banks amounted to 4,9 percent. Mutual interaction between a service provider and a client is a very important determinant of customer satisfaction with a service. It is therefore important for the company to focus on the retention of customers because it is more profitable to retain a customer rather than recruiting new customers. Customer switching can damage the future stream of income of a company. The loss of a customer therefore, is not only one transaction, the company looses a life long stream of income. Customer satisfaction therefore influences the primary source of future income of most companies directly. Quality service is of utmost importance for the success and survival of companies in today's competitive environment. To be successful it is necessary for each department within the company to operate effectively and to be client orientated. Companies believe that they will be more profitable if a marketing orientation is established within the company. Employees must therefore, understand their role in the total service chain. A client's perception of a service becomes reality when he/she experiences the service during a service encounter where interaction between the customer and the company takes place with the employee as intermediary.
- Full Text:
- Authors: Seaman, Christiaan Hendrik Jakobus
- Date: 2015-03-02
- Subjects: Consumer satisfaction , Financial institutions - Quality control , Financial institutions - Customer services , Financial institutions - Employees , Job satisfaction , Employee motivation , Customer services - Quality control
- Type: Thesis
- Identifier: uj:13404 , http://hdl.handle.net/10210/13413
- Description: D.Com. (Marketing Management) , The size of South Africa's banking industry grew from R398 billion in 1995 to R471 billion in 1996 while banking transactions totalled R58 634 billion during 1996. Like most other service companies, the banking industry also experiences customer turnover. During the period March 1995 to February 1996 customer switch, which refers to the closing of an account at one institution and the opening of a new account at another institution, by clients of all banks amounted to 4,9 percent. Mutual interaction between a service provider and a client is a very important determinant of customer satisfaction with a service. It is therefore important for the company to focus on the retention of customers because it is more profitable to retain a customer rather than recruiting new customers. Customer switching can damage the future stream of income of a company. The loss of a customer therefore, is not only one transaction, the company looses a life long stream of income. Customer satisfaction therefore influences the primary source of future income of most companies directly. Quality service is of utmost importance for the success and survival of companies in today's competitive environment. To be successful it is necessary for each department within the company to operate effectively and to be client orientated. Companies believe that they will be more profitable if a marketing orientation is established within the company. Employees must therefore, understand their role in the total service chain. A client's perception of a service becomes reality when he/she experiences the service during a service encounter where interaction between the customer and the company takes place with the employee as intermediary.
- Full Text:
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