Introduction

1- The origin of the project

2- Exploratory research: Whats has been done on the topic by others

3- The confirmation model through case studies, personnal experience and interviews

Conclusion

 

Intro chapter - The origin of the project

1 The origin of the project


1.1 Introduction


This thesis focuses on the management strategies to connect the expectations of clients and employees to produce a better quality service. Many companies are ineffective at dealing with this issue and consequently offer low quality services. As a result, many customers become disappointed when they deal with such companies. A question can be asked, is it possible to improve services at the same time as improving the working lives of the employees? Would it be that by connecting better the employees and customers' satisfaction in the company shall increase profits.

As Jack Nunn asserted, "Successful companies are made, not born". This stresses that companies that want to be successful have to question themselves every time and have to adapt their way to manage continuously. A management tools might be settled to improve the whole satisfaction, this could be called the "core satisfaction".

This chapter focuses on the context of service industries. In this sector, employees have the most important role in the process. This focus will facilitate a review of the existing relationship between customers and frontline employees.

 

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