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Kundenzufriedenheit als Determinante von Mitarbeiterzufriedenheit und -bindung

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Brand
Springer Nature
Manufacturer
N/A
Part Number
0
GTIN
9783834929303
Condition
New
Product Description

Der War for Talents charakterisiert die Herausforderung der Unternehmen, mit der insbesondere Professional Service Firmen konfrontiert sind, (hoch-)qualifizierte Mitarbeiter zu binden. Regina Viola Frey entwickelt ein Modell zur systematischen Steuerung der Mitarbeiterbindung, das den Einfluss von Kundenzufriedenheit auf Mitarbeiterzufriedenheit in den Mittelpunkt rckt. Die modellierten Zusammenhnge werden in ein Kausalmodell transformiert und empirisch mittels dyadischer Daten validiert. Neben der empirischen berprfung des Konzeptes der emotional contagion sowie der Balancetheorie, wird die zentrale Wirkungskette von Kundenzufriedenheit ber Mitarbeiterzufriedenheit auf Mitarbeiterbindung nachgewiesen.

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