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MBA论文范文:员工授权对巴基斯坦客户满意度的影响

时间:2016-06-12 09:14来源:www.ukthesis.org 作者:英国论文网 点击联系客服: 客服:Damien
员工授权对巴基斯坦客户满意度的影响
Employee empowerment impact on customer satisfaction in pakistan
 
员工授权和客户满意是每个人都认为他们了解这些术语,但很少是真的。Â问十几个不同的人,你会得到一个不同的答案的问题,“员工授权是什么?”事实上,研究十几个组织理论家,你会得到相同的问题的答案。一些作家表明授权由共享的权力和权威。与那些在传统或专制组织文化中工作的员工相比,有能力的员工可以更有效地表现。与那些只遵循给定线路的人相比,有能力的员工更有动力。员工授权创造归属感与归属感向上级组织。有能力的员工会有更多的自信,并尽最大努力给自己的雇主,以提高服务质量。提高产品或服务质量一般都会导致客户满意度较高。客户满意度较高的结果成了更大的销售数量,从而提高了盈利能力。每一个企业的目标是赚取利润,但利润和顾客价值是手牵手的。为了给客户提供最大的价值,服务供应商必须建立一个良好的理解客户的期望。
 
Employee empowerment and customer satisfaction is one of those terms that everyone thinks they understand, but few really do.Ask a dozen different people and you'll get a dozen different answers to the question, "What is employee empowerment?" In fact, research a dozen organizational theorists and you'll get as many answers to the same question. Some writers indicate that empowerment consists of sharing power and authority.Others say that empowerment occurs when the organization's processes are set-up to allow for it.If you keep in mind the secondary dictionary definition of "to give faculties or abilities to:enable" (Grove, 1971, p.744), with all that this word implies, then you will be on the right track for the purposes.
 
Employee empowerment is a key feature of the modern management style. Empowered employees are expected to perform more effectively as compared to those working in traditional or authoritarian organizational cultures. Empowered employees are more motivated as compared to those who just follow the given lines. Employee empowerment creates sense of belongingness and ownership towards the parent organization. Empowered employee feel more confident and try to give their best to their employers, as a result, service quality improves. Improved product or service quality generally results into higher level of customer satisfaction. Higher level of customer satisfaction results into a bigger sales volume resulting into an improved profitability. Every business aims at earning profits; however profits and customer value go hand in hand. In order to give maximum value to a customer, the service provider is required to develop a sound understanding of the customer expectations.(责任编辑:cinq)


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