This study examined employee reactions to a process reengineering initiative in a large financial services organization. Data were obtained from 2,514 employees, using questionnaires completed anonymously. Employees having longer company tenure, those at higher levels, and men held more...

Purpose – Two studies examined the relationship between employee satisfaction and customer satisfaction in two service organizations. Design/methodology/approach – Employee satisfaction and customer satisfaction data were gathered separately and aggregated to branch or store level measures....

Purpose – This paper seeks to examine the correlations between measures of employee satisfaction and customer satisfaction before and after a major process reengineering initiative. Design/methodology/approach – Data were collected in 130 branches of a large financial services organization...