Employees as customers: Can the European Customer Satisfaction Index model contribute to our understanding of job satisfaction and employee loyalty?

Sam Mancini

Research output: ThesisDoctoral Thesis

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Abstract

This thesis compared the effectiveness of the European Customer Satisfaction Index (ECSI) and the Nordic Employee Index in predicting job satisfaction and loyalty in an Australian organisation operating in the hospitality industry. The models were estimated using PLS-SEM methods and their predictive and diagnostic abilities were compared. A modified version of the ECSI was found to be significantly better at predicting employee loyalty and to have better diagnostic ability. Although social value did not impact satisfaction and loyalty, employee-perceived emotional and functional value mediated the relationships between job characteristics and job satisfaction and loyalty, while value for money influenced loyalty.
Original languageEnglish
QualificationDoctorate
Awarding Institution
  • The University of Western Australia
Supervisors/Advisors
  • Soutar, Geoff, Supervisor
Thesis sponsors
Award date8 May 2022
DOIs
Publication statusUnpublished - 2022

Embargo information

  • Embargoed from 09/06/2022 to 31/12/2023. Made publicly available on 31/12/2023.

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