This study examined the impacts of high-involvement approaches to enhancing customer satisfaction within a professional services firm. The study identified supportive organizational factors and employee attitudes and behaviors. Employee, customer, and organizational impacts associated with the initiative also were identified. Ten employees were surveyed and six were interviewed. Survey data were neutral, meaning that the respondents neither agreed nor disagreed with the items. Empowerment measures however, were significantly and positively correlated to organizational commitment, job satisfaction, and engagement. Organizational supports include direction, vision, allowance and recognition for these customer-focused behaviors, and having a return on investment from customer orientation. Supportive employee attitudes include valuing strong customer relationships and active involvement. Supportive behaviors include team-wide customer orientation, immersion with customers, follow through, and consistency. Employee outcomes include self-efficacy, ownership, and a sense of reward and contribution. Customer outcomes include superior value and connection. Organizational outcomes include business health and return customers.
Library of Congress Subject Headings
Research projects (MSOD); Organizational effectiveness; Organizational behavior; Employee motivation; Consumer satisfaction
Date of Award
Graziadio Business School
Matthews, Andrew G., "Impact of a high-involvement approach to customer satisfaction on employees and organizational performance" (2012). Theses and Dissertations. 272.