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Title:Organisational effectiveness and customer satisfaction
Authors:Ambrož, Milan (Author)
Praprotnik, Martina (Author)
Files:.pdf Organizacija_2008_Ambroz,_Praprotnik_Organisational_Effectiveness_and_Customer_Satisfaction.pdf (982,16 KB)
 
URL http://www.degruyter.com/view/j/orga.2008.41.issue-5/v10051-008-0018-2/v10051-008-0018-2.xml
 
Language:English
Work type:Scientific work (r2)
Typology:1.01 - Original Scientific Article
Organization:FOV - Faculty of Organizational Sciences in Kranj
Abstract:This paper presents a test of the relationship between organizational culture as a crucial indicator of organizational effectiveness and customer satisfaction using service-unit data from two health resorts. Ensuring survival of the service organisation in the long run requires adaptations which are oriented towards achieving maximum customer satisfaction. This study intended to unveil the effect organisational factors have on customer service orientation from the customer and employee point of view within a two health resort service setting. The finding suggests that when trying to predict the comparative degree which organisational effectiveness factors have in satisfying customers' needs, performance, adaptability and mission can be of the highest importance. Some effects like performance were uniform for employees and customers, while others varied depending on the organisation and the customer or employee group. Furthermore, findings suggest that service performance and organisation mission of the service organisation predict customer satisfaction based on established and proven health services. In this context there is no room for innovation, despite the fact that employees and customers do not share similar views about the impact of organisational effectiveness. Developing an effective service organisation can provide a competitive advantage to the organisation. Critical for the success of the service organisation is that organisational agents have a clear view of the existing organisation effectiveness and a clear view of the customer expectations in this area.
Keywords:organisational effectiveness, customer satisfaction, customer complexity, service orientation, survival, adaptability
Year of publishing:2008
Number of pages:str. 161-173
Numbering:št. 5, Letn. 41
ISSN:1318-5454
UDC:658.89
ISSN on article:1318-5454
COBISS_ID:13026358 Link is opened in a new window
DOI:10.2478/v10051-008-0018-2 Link is opened in a new window
NUK URN:URN:SI:UM:DK:DEYB0XEB
License:CC BY-NC-ND 4.0
This work is available under this license: Creative Commons Attribution Non-Commercial No Derivatives 4.0 International
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Downloads:198
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Record is a part of a journal

Title:Organizacija
Publisher:Fakulteta za organizacijske vede Univerze v Mariboru, Založba Moderna organizacija, Sciendo
ISSN:1318-5454
COBISS.SI-ID:610909 New window

Secondary language

Language:Slovenian
Title:Organizacijska učinkovitost in zadovoljstvo kupca
Abstract:V tem članku predstavljamo pomen součinkovanja med organizacijsko kulturo, ki predstavlja osrednji kazalec organizacijske učinkovitosti in zadovoljstvom kupca v dveh zdraviliščih v Sloveniji. Pri tem izhajamo iz podmene, da storitveni organizaciji dolgoročno uspešnost zagotavlja zlasti zadovoljstvo njenih kupcev. Namen naše študije je bil razkriti stališča zaposlenih in kupcev glede pomembnosti faktorjev organizacijske učinkovitosti pri posredovanju storitev v organizacijskem okolju dveh slovenskih zdravilišč. Izidi študije kažejo, da na organizacijsko učinkovitost storitev v procesu zadovoljevanja potreb kupca v obeh zdraviliščih, najbolj vplivajo zmogljivost zaposlenih, prilagodljivost in poslanstvo zdravilišča. Zaposleni v zdraviliščih in kupci storitev v zdraviliščih so si enotni glede učinka zmogljivosti zaposlenih pri posredovanju storitve, kar pa ne velja za druge faktorje, kjer se stališča obeh skupin v študiji razlikujejo med seboj. Izidi študije tudi kažejo, da kupci in zaposleni zadovoljstvo s storitvijo povezujejo z zmogljivostjo zaposlenih zadovoljevanju potreb kupca in s poslanstvom zdravilišča, ki se izraža v dolgoročnem odnosu do kupca. Kupci v obeh zdraviliščih so najbolj zadovoljni s standardnimi in preskušenimi storitvami, saj izidi študije kažejo, da inovacijski potencial, kot dimenzija organizacijske kulture zdravilišča, nima značilnega vpliva na zadovoljstvo kupca. Pri tem se stališča kupcev in zaposlenih razlikujejo glede na zdravilišče. Pomen naše študije je zlasti v ugotovitvi, da je učinkovita organizacija pomemben faktor zadovoljstva kupca še zlasti takrat, ko se zaposleni tega zavedajo in znajo in zmorejo zadovoljiti pričakovanja kupca.
Keywords:organizacijska učinkovitost, zadovoljstvo kupca, kompleksnost kupca, storitve


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