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Investigating the factors that influence client satisfaction: case study, Barat Carbide

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dc.contributor.advisor Dr. R. A. Huysamen en
dc.contributor.author Ratanjee, Neekul J.
dc.date.accessioned 2009-04-30T09:27:25Z
dc.date.available 2009-04-30T09:27:25Z
dc.date.issued 2009-04-30T09:27:25Z
dc.date.submitted 2007-10
dc.identifier.uri http://hdl.handle.net/10210/2462
dc.description M.B.A. en
dc.description.abstract Throughout the world companies are restructuring there processes. Companies are trying to provide a better service to the customers with the same cost or alternatively at a lower cost. The service-profit chain is an equation that establishes the relationship between corporate policies, employee satisfaction, value creation, customer loyalty and profitability. This paper examines the direct relationship between employee satisfaction and customer satisfaction. It concentrates on the elements that influence employee and customer satisfaction in line with “Heskett’s Service Profit Chain” model. en
dc.language.iso en en
dc.subject Consumer satisfaction en
dc.subject Employee loyalty en
dc.title Investigating the factors that influence client satisfaction: case study, Barat Carbide en
dc.type Thesis en


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