期刊
TOTAL QUALITY MANAGEMENT & BUSINESS EXCELLENCE
卷 21, 期 12, 页码 1299-1314出版社
ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD
DOI: 10.1080/14783363.2010.530796
关键词
total quality management; government; employee satisfaction; employee loyalty; service quality
类别
Employee satisfaction and loyalty had been verified to be critical to a service-oriented organisation's survival and success. Previous research also established the importance of total quality management practices in building operational performance and customer satisfaction. This study integrates total quality management practices by introducing employee training, employee empowerment, teamwork, employee compensation, and management leadership into a theoretical model for studying employee satisfaction and loyalty within the context of government. The results of this study show that employee empowerment, employee compensation, teamwork and management leadership are significant positive predictors of employee satisfaction; and employee loyalty can be enhanced through employee satisfaction.
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