Удовлетворение и удержание персонала, работающего непосредственно с потребителями. Подход с точки зрения определения удовлетворенности клиентов 
Раст Р., Стюарт Г., Миллер Х., Пиелак Д.

Метод;
Формирование выборки;
Результаты;
Выводы;

Аннотация

Удовлетворение от
работы является,
пожалуй, наиболее
часто
рассматриваемым
понятием в области
организационных наук
(Schneider and Brief,
1992) — на данный
момент по этой теме
опубликовано свыше
5 тыс. научных статей
и диссертаций
(Cranny et al., 1992).
Исследования в этой
области представлены
совокупностью работ,
авторы которых
стремятся оценить
степень
удовлетворенности
работой, а также
определяющие и
вытекающие из него факторы. Тем
не менее большинство
организаций
продолжает
сталкиваться с
трудностями при
оценке отношения
сотрудников к работе
и попытках улучшить
его. В данном
исследовании
предложена новая
основа понимания
удовлетворенности
работой, а затем
представляются
результаты
исследования, которое
было проведено,
чтобы проверить ее
эффективность в
условиях реальной
организации.

Журнал: «Менеджмент-дайджест» — №5, 2004 (© Издательский дом Гребенников)
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Раст Роланд Т.

Заслуженный профессор университета, директор по маркетингу David Bruce Smith, исполнительный директор Центра совершенствования услуг и Центра комплексности в бизнесе, Школа бизнеса Роберта Смита, Университет Мэриленда.

Мэриленд, США

Другие статьи автора 2

Стюарт Грег Л.

Высшая Школа Менеджмента Оуэна, Университет Вандербильта, Нэшвилл, Теннесси, США.

Миллер Хитер

M/A/R/C Групп (M/A/R/C Group), США.

Пиелак Дебби

MBA Enterprise Corps., Литва.