The Impact of Organisational Flexibility and Employee Commitment on Customer Satisfaction

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