The Impact of Organisational Flexibility and Employee Commitment on Customer Satisfaction

22 Pages Posted: 10 Jan 2013

See all articles by Evgeni Stanimirov

Evgeni Stanimirov

University of Economics - Varna

Vladimir Sashov Zhechev

University of Economics - Varna

Date Written: December 9, 2013

Abstract

This research paper strives to explore the relationships between organisational flexibility and employee commitment in companies’ efforts to achieve customer satisfaction within the contemporary business environment in the service sector in Bulgaria. Specific point in measuring consumer satisfaction is the fact that the paper takes into account and compares views of managers and employees, not customers. The predominant share of managers and employees with experience over two years on the particular position at the researched companies is considered an important factor, which contributes to the reliability, relative validity and objectivity of the estimates.

Keywords: organisational flexibility, employee commitment, customer satisfaction

Suggested Citation

Stanimirov, Evgeni and Zhechev, Vladimir Sashov, The Impact of Organisational Flexibility and Employee Commitment on Customer Satisfaction (December 9, 2013). Available at SSRN: https://ssrn.com/abstract=2198382 or http://dx.doi.org/10.2139/ssrn.2198382

Evgeni Stanimirov

University of Economics - Varna ( email )

Varna, 9000
Bulgaria

Vladimir Sashov Zhechev (Contact Author)

University of Economics - Varna ( email )

Varna, 9000
Bulgaria

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