Delbert Nebeker, Licia Busso , Philipp D Werenfels , Hamady Diallo , Agnieszka Czekajewski , Bernardo Ferdman
{"title":"Airline station performance as a function of employee satisfaction","authors":"Delbert Nebeker, Licia Busso , Philipp D Werenfels , Hamady Diallo , Agnieszka Czekajewski , Bernardo Ferdman","doi":"10.1016/S1084-8568(01)00027-X","DOIUrl":null,"url":null,"abstract":"<div><p>Is employee satisfaction linked to organizational performance and customer satisfaction? Satisfaction data from 12,842 employees at 60 airport stations and performance data of those stations were used to explore the relationship between satisfaction levels and airport station performance. Results indicate that traffic volume and some dimensions of employee satisfaction are related to performance, and that traffic volume and employee affective commitment interact in accounting for customer satisfaction.</p></div>","PeriodicalId":100829,"journal":{"name":"Journal of Quality Management","volume":"6 1","pages":"Pages 29-45"},"PeriodicalIF":0.0000,"publicationDate":"2001-10-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1016/S1084-8568(01)00027-X","citationCount":"52","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"Journal of Quality Management","FirstCategoryId":"1085","ListUrlMain":"https://www.sciencedirect.com/science/article/pii/S108485680100027X","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"","JCRName":"","Score":null,"Total":0}
引用次数: 52
Abstract
Is employee satisfaction linked to organizational performance and customer satisfaction? Satisfaction data from 12,842 employees at 60 airport stations and performance data of those stations were used to explore the relationship between satisfaction levels and airport station performance. Results indicate that traffic volume and some dimensions of employee satisfaction are related to performance, and that traffic volume and employee affective commitment interact in accounting for customer satisfaction.
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