Over the past 30 years, Dr. Benjamin Schneider has led the industry with his research linking customer service data with employee satisfaction data. His work was among the first to show a correlation between customer and employee satisfaction.
This paper will discuss:
- The details of Dr. Schneider's research, including identifying scenarios in which the link between customer and employee satisfaction might be particularly strong
- The advantages and pitfalls of establishing your own linkage research program
- What we have learned over the past 30 years, and how service climate research has evolved
This paper will provide you with unique insight into some groundbreaking research that will help your organization take its customer service data to the next level.